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  1. 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

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  2. 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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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  3. Allow users in a different time zone to report on "Last Month", and "Last Week" data at a default time, without the results being skewed by their local time zones. This will ensure data is being accurately represented across our business without the user having to update their time zone settings each time.

    1 vote

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  4. Could we add a tab where all the evaluations where comments where made from the agents can more easily be found?

    As a Manager and Admin it can be hard to find the evaluations where comments made. Having a feed/tab where these evaluations can be collected and easily filtered through would be a great addition and improvement!

    1 vote

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  5. User custom fields (such as Site, Vendor, etc.) data from User management can be used to filter audits in the Evaluation tab, but this data is excluded from exports of the data. Having this in the data would be beneficial.

    1 vote

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  6. In the new Analyst report, Analysts stats from the Review sections should be added, as there we are measuring the accuracy or Analysts. That way the Analyst report would be more complete: Not only if the analysts performed all evaluations and in what time but also how accurately.

    2 votes

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  7. The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
    This will give insight into accuracy of evaluations and can help with coaching of Analysts.

    5 votes

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  8. Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.

    3 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  9. Currently, whenever we try to download data, we receive a bunch of files with various scorecard names. Could all of the data be contained on a single sheet & tab?

    1 vote

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  10. Workload pulls the latest x number of interactions. Based on UAT observations, we've noticed that workload fully sampled ~15 minutes (23:45 till midnight), while ignoring remaining interactions within the 2 day time frame.

    We require random sampling to be able to use this feature.

    1 vote

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  11. When we test out scorecards with "Preview", all the first options for multiple choice fields are automatically selected. However, when QAs use scorecards for actual audits, all the fields are showing "Select an option" as default which requires a number of clicks per audit. Is it possible to have multiple choice fields to auto populate the first options?

    1 vote

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  12. Currently it is not possible to search filters in Quality - Filters. We need to check every single page to search for a specific filter. Would it be possible to search filters with the filter names / descriptions?

    2 votes

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    Acknowleged  ·  1 comment  ·  Filters  ·  Admin →
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  13. For Dispute, once the case assigned to an Arbitrator gets closed, we do not have the edit access on playvox to change the decision.
    If we need to make changes after closing Disputes, we have to create a new evaluation with the same information and submit a dispute again.

    2 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  14. Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.

    2 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  15. Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.

    4 votes

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  16. Scenario: There is a team of agents that are evaluating agents from other teams - performing an analyst task.
    Problem: As they don't have a specific team assigned, they are not able to view disputes related to the evaluations they performed/analyzed.

    Solution: The easiest way would be to have an option in the employee role for view dispute for analysed evaluations.

    1 vote

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  17. 1 vote

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  18. 2 votes

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  19. Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.

    3 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  20. Participation lists for Calibrations have been implemented (yay!) but they cannot be edited or deleted after creation. We need this to be added ASAP

    6 votes

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    Acknowleged  ·  3 comments  ·  Calibrations  ·  Admin →
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