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309 results found

  1. Improve Usability of Quality Reporting Feature

    Currently, when navigating to Quality > Reports > Quality Overview > Evaluations Performance widget, there’s no option to see the percentage of evaluations signed.

    Having the signed percentage displayed alongside Agents evaluated and Evaluations completed would provide a clearer and more actionable view of the data, especially when analyzing trends or comparing across teams.

    It is possible to see the percentage of evaluations signed when hovering over the graph on the Performance over time widget. But it's only possible to see this at a weekly interval, without the option to change this to another timeframe, regardless of the date filters…

    1 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  2. Add "Select team" option for Interaction filters.

    Currently, when viewing interactions for a filter created, there's an option for "Select user" to pull interactions from the filter for a specific user in Playvox. It would make sense to also have one for teams set up in Playvox as well.

    1 vote
    0 comments  ·  Interactions  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  3. Edit Labeling

    Unable to archive or delete Skip Categories, Calibration categories, Dispute categories. It has the option to delete, but that's only if you've never used the category before. If you can please provide a way where it's no longer visible that would be beneficial for the organization.

    Also being able to either delete or edit "lists" for calibrations

    1 vote
    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  4. Allow Workloads to contain specific rule conditions when allocating audits

    Is it possible to set a rule where one analyst does not get any sampled interactions for one particular agent? Everything should be randomly allocated among all of the QA Analysts however I want to prevent one analyst from rating a specific agent.

    1 vote
    0 comments  ·  Workloads  ·  Admin →
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  5. Associate scorecards with specific workloads

    Hello team! I would like to pitch the idea to have the option to "assign" scorecards to specific workloads. Let's say the workload is our "Phone assignment" and I would like to automatically select the "Phone scorecard" for any interactions selected through this assignment. Conversely, the "SMS/Email assignment" can have the "SMS/Email scorecard" auto-selected so analysts don't mistakenly select the wrong scorecard when they are associated with the same teams.

    1 vote
    0 comments  ·  Workloads  ·  Admin →
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  6. Contact Reason Reporting

    I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by…

    1 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  7. Add scorecard rubrics into Playvox

    Our company currently has our rubric living in Google Docs. My idea is for us to move our rubric into Playvox so it is easier for Analysts to use and specialists to review as well. This can function like an LMS platform where after marking someone down in a question, we can easily link to whatever bullet point we need to within a scorecard rubric for specialists to review and understand what part of the rubric this error ties into.

    This product feature could live in its own tab similar to the others "Reports", "Scorecards", "Calibrations", "Reviews", "Disputes", "Rubrics". To…

    1 vote
    0 comments  ·  Other  ·  Admin →
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  8. Sign evaluation automatically if X days had pass

    Automatically let Playvox sign the evaluation if 30 days had pass and no dispute is open.

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  9. Clone Filters

    Clone filters from 1 Playvox instance to multiple instances.

    It will be beneficial to clone filters from 1 Playvox instance to multiple instances.
    Rather than creating filters every time for each instance, it will be helpful if we could clone filters.
    This will save us time and work.

    1 vote
    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  10. Users to Notify

    I just need your support regarding the "users to notify" option as I used to select 23 users for each evaluation. if we can make it easier t

    1 vote
    1 comment  ·  Evaluations  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  11. Option to Skip interaction in Workloads using multiple filters

    As an analyst, I want to have access to the option to Skip interactions when a workload is created using multiple filters.

    2 votes
    0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

  12. Customize notifications for calibrations

    It would be great to be able to customise the notifications related to calibration sessions. At the moment this setting is not customisable and every time an interaction is added to calibration session, the participants receive an email.

    1 vote
    0 comments  ·  Calibrations  ·  Admin →
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  13. Multiple Helpshift integration flags

    Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same…

    1 vote
    0 comments  ·  Workloads  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  14. Display interaction name and date in the evaluation list

    Hi Team,

    In the current evaluations tab, the headers are not sufficient for our users to identify the characteristics of those evaluations. We need more information on this tab. So far, there are filters for the custom header fields we created for the scorecard, but it is not convenient for users as every single time, they need extra steps to find a particular interaction.

    For example, can we display the interaction date, interaction name, and some other variables there according to the metadata we want to see by default?

    Another option is for Playvox to capture the metadate of the…

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi!

    Thank you for sharing your ideas with us! 

    Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.

    Thanks for being a valuable part of our community. 

    Karina from Product

  15. Flexible scoring mechanism

    Hi Team,

    This request is related to the scoring mechanism. In our practice, we use a corresponding rating for a range of scores in our current scorecard, and we would like to have Playvox QM detect the rating according to the total points a particular evaluation gets.

    Here we have attached a screenshot showing how the scoring works for us.

    Thanks, please let us know if it makes sense and if you need more clarification.

    2 votes
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  16. Unlock the permission for the custom fields to be available for other roles and all reports

    Hi Team,

    Can you add filters for the custom fields from our scorecards(Channel, Language, Issue Type, Primary Issue, Rating, Query type, RCA) to the Section, Question, Analyst, Team, Agent reports, and Quality overview reports?

    We have that available on the 'Scorecard reports', but this is not available to everyone except for admin and super admins users.

    Basically, We need the reports to be very flexible for everyone who is using it.
    Use case:
    We are able to see the performance per custom field, and compare performance across different channels, languages, issue types, and primary issues, etc. in one go, without…

    1 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?

  17. Have the ability to recover deleted evaluations or Archive

    There is no option to undo the deletion of samples, making accidental deletions permanent and risking critical data loss.

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

  18. Improve Reviews function under Quality: Format feedback and comments

    Reviews functions under Quality (Review the reviewer/analyst):
    2. When composing reviews, there is no option to edit font, highlight, add links, ... even it doesn't have any paragraph break, the review looks messy/untidy. It would be better to have similar format as Evaluations for better organizing and following up.

    1 vote
    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

  19. Ability to update super admin roles without support tickets

    The ability to update a Super Admin role directly within the platform without needing to raise a support ticket. This enhancement would allow for quicker and more efficient management of Super Admin roles.

    To ensure security, a check should be implemented to confirm that there is at least one active Super Admin before allowing any changes. This is particularly important when the site owner, who might also be a Super Admin, needs their role updated. Enabling this feature would streamline the process and reduce reliance on support for role management.

    2 votes
    1 comment  ·  Workloads  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  20. Skipped Evaluation Reporting and Exporting

    It would be highly beneficial to introduce a feature that allows the identification, reporting, and exporting of skipped evaluations. Currently, if an evaluation is skipped, there is no straightforward way to track or understand the reasons behind it.

    By implementing a system that records when an evaluation is skipped and allows managers and analysts to generate reports or export this data, they can gain valuable insights into patterns or issues that may be causing evaluations to be skipped. This feature would enhance the overall evaluation process by providing transparency and enabling better decision-making.

    3 votes
    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
    How important is this to you?
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