57 results found
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Viewing effectiveness in the agent report
Currently, the agent can only view its effectiveness per scorecard, but it would be very important for it to be able to view its overall effectiveness, that is, a single metric that expresses the effectiveness of all scorecards and all evaluations received.
This way, he will have a better idea of how his overall performance is, and not just based on specific scorecards.
The "super admin" profiles have this view and, currently, we have to share the information manually.2 votes -
New Quality Reports: problems
New Quality Reports: in the "performance over time" view it appears by week, in the current configuration even if you select the entire month, it does not make the comparison by week (example in the screenshot below).
1 vote -
Workloads: possibility to manage in batch
Workloads: possibility to manage in batch, removing loads from X user that needs to be deactivated in batch.
1 vote -
Second Evaluator Scorecards
Currently, for scorecards with a second evaluator, if the second evaluator is not selected, the evaluation process will encounter a loading delay, followed by a timeout error. Would like a solution so these audits don't get stuck pending.
Ideally, someone can approve all the audits like this that are pending. Also, we'd like to be able to see who the first evaluator picked from the list to be the second evaluator.
1 vote -
Dispute Filter: Expired
Add "Expired" status in the Dispute Status Filer.
1 vote -
Unchecking Coaching Options
Our QA Analysts have to click the questions that they do not cover during their coaching sessions. They'd like to have the ability to uncheck all of the questions when clicking the section name (See image attached).
1 vote -
Remove incomplete workload assignments
Instead of reassigning outstanding workload assignments, have the ability for the admin/TL to remove the incomplete workload assignments so the analyst can move onto the new assignment.
6 votesHey!
I'm excited to announce that this feature has been completed and released!
When managing a workload from the details screen, you'll be able to remove the interactions that have not been evaluated by a specific analyst. Make sure you explain the reason why you're doing so, and this record will be available in the workload's log.
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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AUTO REMOVAL OF EXPIRED DISPUTES
Currently, if there's an active dispute an agent can't acknowledge an evaluation unless it will be closed or deleted by the arbitrator. However, for expired disputes which are considered not actual disputes the ability or restriction to acknowledge also applies. Meaning even if the status is expired agents are barred from acknowledging it. Hopefully we can lift this restriction and allow agent to acknowledge evaluations with expired disputes. As a workaround, users with admin access or option to delete expired disputes remove it manually so rep can acknowledge it on Playvox. Lifting this option will save effort from both agent…
1 vote -
Quality Report Export: Time Stamp
We can view the Date and Time stamp under “Date Created” column but when we export the report, there is no entry for the Time Stamp, only the date shows. Please see attached image.
2 votes🎉 Exciting News!
🚀We are delighted to announce that this idea has been completed and released. 🌟 Please give the new feature a try and let us know how it works for you.
🙌 We are eager to hear your thoughts and feedback! Your input is invaluable in making Playvox even better.
Thank you for being a part of our community! 😊
Karina from Product
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Calibration Automation
The ability to automate calibrations, similar to workloads. Currently, calibrations can be found in Interactions, but this is a manual process that is time consuming. It would be great if there was an option to 'build' a calibration (what filter it pulls from, date range, who's included, etc) and have the system pull the evaluation for you.
1 vote -
Enhanced Reporting on Scorecard Feedback Options
Add reporting for required feedback options on scorecard. Ex: when points aren't given and an analyst gets prompted to give feedback, they select the main reason for the deduction. Would like to see what the main contributors are to errors (something like a more detailed version of coaching opportunities by question in advanced reports)
1 voteHello, we add this new capability into the new Scorecard Report in our last release. You can check more here: https://help.playvox.com/hc/en-us/articles/12370055189651-Scorecard-Reports
Regards,
Ari from Product Management
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automatic reminders for users to sign evaluations
It would be helpful if TL's/QL's had an option to set automatic reminders for agents to review and sign/dispute their evaluations on Playvox. This would help to reduce the amount of time agents spend forgetting to sign evaluations within the set timeframes, and it would also help to reduce the time spent on sending reminders manually.
By setting up automatic reminders, TL's/QL's can ensure that agents are aware of their evaluations and are prompted to complete them within the required timeframes. This could lead to faster resolution of any issues or concerns that arise, which could improve overall agent performance…
2 votesToday's release include automated workflows where you can create a rule to send notificacions to agents if they haven't sign after x days
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Notification Email Upon Completing Review
The notification bar is insufficient for informing Analysts that a review has been completed. There are so many notifications that many of our analysts had no idea that they were receiving reviews.
An option to send emails, making it function the same as an analyst completing the marking of a specialist's ticket, would ensure they were aware of the marking they are receiving.4 votesHey,
I'm happy to share that this idea has been completed and has been released in today's Customer Release.
I'd love to hear your thoughts on it!
- Pauli :)
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Ability to have same interaction assigned to multiple workloads simultaneously
Currently two same interactions will ever be assigned to different workload requests - which makes cross analysis/deep dives not possible. It also limits the sample size (workloads overlapping).
8 votes🎉 Exciting News! 🚀
We are delighted to announce that this idea has been completed and released. 🌟 Please give the new feature a try and let us know how it works for you.
🙌 We are eager to hear your thoughts and feedback! Your input is invaluable in making Playvox even better.
💬Here you can find more information on how this feature will work: https://help.playvox.com/hc/en-us/articles/5449370968339-Creating-Workloads-Evaluate-the-Agent
Thank you for being a part of our community! 😊
Karina from Product
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Show full name / username in Reviews dashboard
Show both reviewer and analysts full name in the dashboard. We have multiple people with the same name. Add ability to show username when their name is hovered over. We have multiple people with same first name and last name.
1 voteHi! The review list now shows the name and last name of users.
Ari from Playvox
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Ability to run/schedule workloads before the next scheduled time
Once the next scheduled run time is set (either by us or Playvox) and saved, the schedule cannot be rescheduled to an earlier time
3 votesGood news! This was part of our last release.
Regards,
Ari from Playvox Product Management
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Reports per team
Reports per team should allow drilling down into the actual evaluations, as this is set for Reports per agent. In order to look at the actual evaluations filtered by team trends, we have to export the raw data.
6 votesHey!
I'm excited to announce that this feature has been completed and released!
When navigating the team report within the new quality reports experience you will be able to drill down from each of the report's graphs to the evaluations considered in the sample.
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Include the date of whan the evaluation was signed
Include the date of when the evaluation was signed by the agent on the export report or Playvox Evalaution reports.
2 votesHello,
Since the last release this is available in the Evaluation export csv file.
Regards,
Ariel from Product Management
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Ability to clone workloads
We need to create multiple workloads that are similar (ex. QAs assigned, scheduled time, etc.). Ability to clone workloads will lessen the time required to create them. Currently, they all have to be manually recreated.
4 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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Ability to change workloads to run earlier without needing to skip a week or redo the whole workload
Some weeks workloads may need to run later and then moved back to run earlier to give analysts the most time during the week to complete. Right now this is not possible - once a workload is set to run at a later time and/or date you can never move it earlier.
1 voteGood news! This was part of our last release.
Regards,
Ari from Playvox Product Management
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