284 results found
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Ability to submit an evaluation with an anonymous analyst for specific roles or evaluations
Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).1 vote -
Create a Workload to evaluate the internal comments
Could you please add an option to create workloads to evaluate the internal comments left on the ticket by a person other than then one handling the ticket?
Example:
Person A is handling the ticket on Zendesk and needs help in order to solve the issue so they escalate the ticket. Person B looks at the escalation and leaves an internal comment with instructions or with the solution on the ticket and then Person A continues to solve the ticket.
We would like to create a Workload to evaluate the internal comments left by Person B, even if the ticket…1 vote -
Dispute Closed Date
We would like to have the Closed Date for the disputes that are completed. This could be added on the Dispute details (when you open them) or as a column on the Disputes table.
2 votes -
Hello Playvox Team, We would like to have a feature request for the overview of disputes. Could we also get a filter overview here, wher
Hello Playvox Team,
We would like to have a feature request for the overview of disputes.
Could we also get a filter overview here, where we can also save the filters without always having to reset them.
We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.
1 vote -
New Custom Field Report
Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.
*Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage
9 votes -
To be able to view Audit Logs without having the ability to edit evaluations
Currently to allow users access to view the Audit logs, they have to be given access to be able to edit evaluations.
This is causing us problems, as users want to be able to view this, but we don't want these users to have the ability to edit audits, compounded by the fact you can't report on audits that have been edited so we can't even monitor this.1 vote -
When a dispute is submitted an email should be sent to the supervisor/team leader or others that have permissions.
When a dispute is submitted there is no notification via email to the valid parties and sometimes they are missed.
I think an email should be sent to the Analyst's Team Leader to prevent disputes being missed.
19 votes -
Same mistakes
Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.
2 votes -
Turn Disputes on by Platform
Ability to turn Quality Disputes on or off by scorecard, not by role.
2 votes -
Toggle between daily, weekly, monthly views
When viewing a Quality report, it would be good to be able to toggle the measure showing between daily/weekly/monthly rather than it automatically choosing the measure to show based on the timeframe
3 votes -
Seconds in interactions
There is no second's information in the time stamp of the texts communicated in FreshChat and Salesforce discussions. By this, The quality team will not be able to obtain accurate results when analyzing criteria like active listening and holding time. If at all possible, the information from the second's conversation should be added to both platforms.
1 vote -
Disable the 'evaluate' button for all tickets that had been 'evaluated'
Have the option in Playvox to disable the 'evaluate' button for all tickets that had been 'evaluated' so te customer (Message Media) can avoid duplicate evaluations in the future.
2 votes -
Date filters for Review stats
Date filters for Review stats -currently, only filter available scorecards, analysts and status. There's no date filter which is not helpful when exporting data for a specific time period. It would be great to add this filter and other filters like the ones in the other tabs (e.g. reviewer, playvox Id, etc.)
1 vote -
View All Quality Evaluation Drafts
It would be very helpful if the admin and super admin role could see all drafted evaluations on the platform, not just the ones they started. Evaluations are tied to other parts of the platform, like scorecards, and having the ability to edit and delete other draft evaluations would be great!
4 votes -
Create evaluations / profile options
Within the role administration we need a separate option to (de)activate the posibility of creating evaluations within or outside of a workload. Although you can check in the report if a workload was used or not, the idea is to shut that option down and have only random contacts selected by the system and not by the evaluator.
1 vote -
Calibration Export Option
Allow option to export completed calibration score. This should include both score of all participants and coaching commentaries.
3 votes -
Workload Team Alignment and Current Week ONLY Contact option
Allow to set up a workload that would allow analyst to focus on a team instead of having a distributed sampling or random agents to evaluated. This will allow the analyst to create a targeted action plan or recommendation for the specific team evaluated.
Also, can we have an option to set up workloads to just focus on current week contacts of the agents instead of pulling data from previous week. This would allow Analyst to draw conclusion on the current behavior captured on that week instead of having to evaluate contacts for past weeks.1 vote -
Items per page
It would be advantageous with respect to time savings if the "items per page" could be locked by individual users instead of having to change it every time they need to find an agent on their workload list - the default is currently 10 Thank you
1 vote -
Evaluate the analysts: Type of sampling
Allow sampling by scorecard and doesn't require us to select QA Analysts names. Instead workload will pull every QA Analysts who completed an audit for that particular scorecard. Current process is challenging to add and remove QA Analyst for clients with multiple BPOs and sites.
Additionally, Playvox blank out QAs when QAs are removed from the program but not in time to remove them from the workload list. Please see attachment
1 vote -
Saving an evaluation as draft stops time counter
When an evaluation is saved as a draft this should stop the "evaluation time" duration calculator. Leaving an evaluation in draft overnight skews reporting.
1 vote
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