287 results found
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Workload connected to multiple filters
We need to discover how choosing more than one filter will work with the sampling
Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.
Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.
Two parts.…
22 votes -
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
21 votes -
Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
17 votes -
Evaluate the Analyst workload feature
When we assign the ETA workload, it first takes us to the calibration and then to the review screen. Could we have a disability feature to opt for the calibration or not in the workloads and that should directly take us to the review screen?
Can we have this feature enabled for the Evaluate the Analyst workloads?
15 votes -
Remove inactive agents from workload
If the agents are deactivated after the workload runs, the assigned evaluations for the agent still remains in QAs queue. However, QAs cannot evaluate the agent because the agent is inactive.
14 votes -
Reporting trends
Report dashboard that can be filtered by agent, by scorecard type, by team, etc. that will show the trend per section, trend by questions, etc. and at the same time include the evaluation comment for each occurrences. Rather than going back to the actual evaluation to review them individually.
14 votes -
Reports flexibility and schedule export
It would be wonderful if we could have to ability to have more customization to build our own reports and export them on a schedule. Our analyst team struggles to properly analyze the data from QA because the data points are spread across many different reports. For instance, our analysts award a badge on a weekly basis. To figure who has won the badge for the week, we have to go to reports>agents, then look through every agent, one agent at a time to find the highest score. We should just be able to look at one page with all…
14 votes -
Evaluate the Analyst Dispute feature
Can we have a Dispute functionality enabled for the Evaluate the Analyst workloads? This would help the Analyst to Dispute their evaluation with the evaluator and seek for score change.
13 votes -
Workload Open Queue
Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.
A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.
Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.
Users would be able to see which analysts completed evaluations and…
13 votes -
Scorecard dynamic questions
Branch questions inside scorecards
*Dependent questions on quality forms *
13 votes -
Ability to set a fixed number in a workload to analyst's distribution.
Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.
12 votes -
Track evaluated and skipped agents
Would be nice to have an integrated tracking sheet inside PlayVox. Something where QA can upload names of their agents to a sheet and it could weekly be updated on who was evaluated and who was skipped (due to low resources and holidays). This should be accessible by all QAs for that team (so they can organically split the tasks, cover during holidays).
The workload function has some gaps: covering by other people is complicated, does not track if someone was skipped due to holiday or sickness.
An integrated Excel sheet system with a weekly view of some kind would…12 votes -
Workload analyst improve navigation flow when evaluating
I would like for there to be a feature where once you have started a workload and finished your first evaluation, it automatically goes to the next evaluation in the workload.
Currently, once I finish with an evaluation, I have to go back to the workload and start a new evaluation which creates unnecessary steps and has proven to be inefficient for my workflow.12 votes -
Improve the sign container of evaluations
Could we add a bigger button to sign the evaluations? We have many agents complaining that they can't find the signature option when looking at their scorecard. The little check box is not obvious enough for them.
12 votes -
Dispute add time frame for arbitrator to review
Set a rule for arbitrators to have an specific amount of days to review an open dispute
12 votes -
Alert when disputes are started
My company is trying out Disputes for the first time and I noticed that as a super admin, I'm not alerted when disputes are started. It would be great to have a feature where I'm alerted given we don't have the auto assignment of analysts turned on and it's manual assignment of the case owner's manager as part of our process. Would also be cool if there was a way to auto assign the case owner's manager using the Case Info tab from Salesforce - that would help with the extra step of assigning the manager to review. My hope…
11 votes -
Manual agent assignment in workloads
It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).
10 votes -
Pull reports on evaluation time, average time, time per analyst.
We can export evaluations from the quality tab which also exports the evaluation time however this is not formatted in a way that we can easily see the average evaluation time per analyst. This is really important when you have a whole team of analysts and need to see some clarity on how they manage their time especially if not meeting their workloads.
10 votes -
Level 2 Dispute
It would be good if agents can make an appeal or can still comment after a dispute has been resolved.
There are instances that agents still have concerns or questions after their disputes get resolved but there is no way for them or evaluators to re-open the cases.
9 votes -
Show Evaluation info inside Dispute
Would like to be able to view the evaluation that came from the dispute within the same tab itself in order to recall the interaction versus having to open another tab and toggle between both.
9 votes
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