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Improvements to our Quality product

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5 results found

  1. Ability to archive scorecards without impacting Calibrations / ATA

    If we archive scorecards, then Playvox doesn't allow Calibrations / ATA to be completed for evaluations completed using the archived scorecard. This means when we revamp scorecards, QAs will see both old and new scorecards when creating an evaluation. To only show one, we have to create a complete separate team.

    3 votes

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    Prioritized  ·  0 comments  ·  Scorecards  ·  Admin →
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  2. Reviews Scorecards: Add tool tip ("?") functionality

    Tool tip functionality in the Scorecard: this can be set up in other Scorecards, but the tooltip icon (“?”) doesn’t appear in the Review scorecard.

    2 votes

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    Prioritized  ·  1 comment  ·  Scorecards  ·  Admin →
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  3. Date Filter Field Update

    Add a Date Filter Field in Filters to allow pulling up interactions based on e-mail sent date. Currently, this is not possible and creates problems pulling interactions from SalesForce as the available Date Filter Fields are not based on email dates.

    3 votes

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    Prioritized  ·  0 comments  ·  Interactions  ·  Admin →
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  4. Evaluations increase or decrease based on QA score

    The client would like to have automated workloads. The number of evaluations increases when the agent's overall QA score is low and the number of evaluations decrease when the agent's overall QA score is high.

    10 votes

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    Prioritized  ·  1 comment  ·  Workloads  ·  Admin →
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  5. "Live" workloads, not looking at past interactions

    Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't

    4 votes

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    Prioritized  ·  1 comment  ·  Workloads  ·  Admin →
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