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70 results found

  1. Making adding a comment when skipping an interaction optional

    We can create skipping categories in settings, but analysts still need to add a comment when skipping an interaction, this is an extra unnecessary step when you have the quantitative data from the categories you set. Having the option to remove this as mandatory in settings would be ideal for each client to personalise as needed.

    6 votes

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    1 comment  ·  Workloads  ·  Admin →

  2. Filter on assigned pending and draft workloads rather than order only

    When looking at my workloads, being able to filter between active and draft workloads instead of just ordering them by status. Much like the feature in the evaluations section where you can filter on completed or draft evaluations

    2 votes

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    0 comments  ·  Workloads  ·  Admin →

  3. calibration custom fields to be pre-filled with the information that was placed in the original evaluation

    In scorecards we do have custom fields which are added each time when the evaluation is being done (ticket language, link to the member profile, link to the item listing, if an agent is a newbie, etc)
    the custom fields have no effect on calibration score, but nevertheless needs to be re-entered on each calibration session (both evaluate the analyst and evaluate the agent).
    This is a time consuming manual process, as the information is already filled in once the evaluation is being done - we need to re-enter the same data once calibration is being done.
    We would need…

    5 votes

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    0 comments  ·  Calibrations  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Good news! This was part of our last release and was added as a new configuration to the process.


    Regards,

    Ari from Playvox Product Management

  4. Workloads for Calibrations

    Create Workloads for Calibration (multiple interactions) and assign to multiple QA’s (similar to current QA workloads). Select team, randomize “x” number of cases within criteria (criteria to define), assigned quality analyst, scorecard, end date, Calibration name.

    4 votes

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    0 comments  ·  Calibrations  ·  Admin →

  5. Workload analyst improve navigation flow when evaluating

    I would like for there to be a feature where once you have started a workload and finished your first evaluation, it automatically goes to the next evaluation in the workload.
    Currently, once I finish with an evaluation, I have to go back to the workload and start a new evaluation which creates unnecessary steps and has proven to be inefficient for my workflow.

    13 votes

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    5 comments  ·  Workloads  ·  Admin →
    Completed  ·  Paulina Restrepo responded

    Hey! 

    I'm excited to announce that this feature has been completed and released! 

    Now you'll be able to efficiently evaluate tickets within a workload assignment, reducing time, effort, and clicks while completing this process! 


    Please let me know what are your thoughts on this new experience and if it aligns with your needs! 


    Warm regards, 

    Pauli :) 

     

  6. Improve the sign container of evaluations

    Could we add a bigger button to sign the evaluations? We have many agents complaining that they can't find the signature option when looking at their scorecard. The little check box is not obvious enough for them.

    13 votes

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    7 comments  ·  Evaluations  ·  Admin →
    Completed  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    🎉 Exciting News! 🚀

    🌟 We've renovated the user experience for signing evaluations.

    🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!

    Thank you for being a part of our community! 😊

    Karina from Product

  7. Workload: To move evaluations from one analyst to another

    When there are multiple analysts assigned to a workload, it would be great to have the ability to swap or relinquish an evaluation for a particular employee to another analyst. The purpose would be to eliminate potential bias, in the event that the analyst is the agent's direct manager or if there is a conflict between those parties that could lead to an assumption of bias.

    14 votes

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    1 comment  ·  Workloads  ·  Admin →

  8. Marking evaluations that have received coaching

    Marking evaluations that have received coaching. When a coach has selected an evaluation for Quality coaching, it should show in the Evaluation overview next to QA Creation date adding a Coaching date. This would help identifying if all critical quality coaching has been done and if it was done on time. As we are working with COPC guidelines, it would be very important to have a fast overview if all failed QAs have been coached on time.

    15 votes

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    0 comments  ·  Evaluations  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello!


    We have good news. This was recently released.

    You can check it out in the Evaluations section.


    Regards,

    Ari from Product Management.

  9. Workload evaluate interactions with multiple agents

    One of them is related to the possibility of changing the ticket agent, I mean, the ticket was transferred from one agent to another and the analyst is able to decide who shall be evaluated. Please see below the link to the recording. As the meeting was in Spanish, it will be ok to understand what they are asking

    "Hey Juan -- in the workload feature, it seems that very often the agent that Playvox is automatically determining to be the owner is in fact not the agent that we would like to evaluate. Is it possible to manually change the…

    9 votes

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    1 comment  ·  Workloads  ·  Admin →

  10. Export Scorecard in PDF format

    Have the ability to view and export the scorecard in a pdf format and print it. This is useful for meetings and for employee training sessions.
    Adding an edit

    18 votes

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    6 comments  ·  Scorecards  ·  Admin →
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