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Improvements to our Quality product

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4 results found

  1. Option to hide/omit evaluation result percentages, colors, answer scoring scale.

    There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.

    The colors, section percentage score, question number score are distracting and confusing to the end users.

    The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.

    Our business use case…

    3 votes

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    2 comments  ·  Evaluations  ·  Admin →
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  2. The ability to edit a participant's calibration answers

    Sometimes participants submit their answers for a calibration and realize they have made a mistake or wish to change or add something thought of afterwards. If the participant reaches out to the expert before the calibration call happens, it would be nice to be able to edit said question or to add something that could be useful. This could also affect the overall results in the end and prevent misalignment between the participant's answers and the expert's answers. Perhaps this could be added under the calibration options.

    5 votes

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    0 comments  ·  Calibrations  ·  Admin →
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  3. Filter by Intercom teams / groups

    The ability to filter Interactions in PlayVox by Intercom teams and/or groups. It will be easier to evaluate specific agents and teams.

    5 votes

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    Started  ·  1 comment  ·  Filters  ·  Admin →
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  4. Quality reports add custom fields as filters

    To use user and scorecard custom fields data as reports filters

    Poder tener reportes por cada custom fields que fue creado en las Scorecards. Actualmente queremos identificar los resultados de QA por cada uno de los productos que tenemos (15), pero actualmente toca crear una scorecard por cada producto.

    Report on Agent activation date. Option to filter in QA report by activation date. Benefit: This would give great insight into tenured vs new hires and their impact on quality scores. It might also be useful in Coaching to ensure new hires get the necessary amount of feedback

    22 votes

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    4 comments  ·  Reports  ·  Admin →
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    Started  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    🚀Exciting News: Your input is shaping our product!

    Coming soon, the Section and Question reports will allow you to filter and analyze data using:

    • Scorecard header custom fields
    • Section custom fields
    • User custom fields

    We can't wait for you to experience this enhancement firsthand!

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