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Improvements to our Quality product

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328 results found

  1. 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.

    25 votes
    Acknowleged  ·  5 comments  ·  Disputes  ·  Admin →
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  2. 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
    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!

  3. 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.

    18 votes
    Planned  ·  2 comments  ·  Reports  ·  Admin →
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  4. 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
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  5. 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…

    14 votes
    Acknowleged  ·  2 comments  ·  Other  ·  Admin →
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  6. 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

    14 votes
    1 comment  ·  Disputes  ·  Admin →
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  7. Scorecard dynamic questions

    Branch questions inside scorecards

    *Dependent questions on quality forms *

    14 votes
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  8. Advanced Dispute Reporting

    Currently, the information from the dispute export is fairly limited. Being able to export data such as which question(s) were disputed would be helpful in seeing trends with agents or evaluators. This way, we can see if it is a specific question that an agent or evaluator may have a misunderstanding of, or if there are other factors that may affect a certain question being disputed more frequently than others.

    12 votes
    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  9. 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.

    12 votes
    Acknowleged  ·  2 comments  ·  Disputes  ·  Admin →
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  10. 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.

    12 votes
    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  11. 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
    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  12. 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
    Acknowleged  ·  3 comments  ·  Workloads  ·  Admin →
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  13. 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
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  14. Disputes report

    Disputes - Report on Trends

    On Disputes report, show Original and New Score

    In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
    If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
    It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a…

    10 votes
    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  15. Ability to dispute the feedback options selected in the audit

    We can currently dispute scores, which is great, but we rely heavily on the Feedback Options for our reporting to understand what went wrong.

    We also report on this level of error per advisor in many markets, and this means we get disputes that don't necessarily impact the score, but impact the feedback options selected.

    Currently we can't accept a dispute to change only the feedback options, we have to change the score.

    So this means we currently 'reject' the dispute - which is misleading, and then manually edit the original audit so the reporting data is correct.

    Ideally we…

    9 votes
    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  16. Ability to Create Quality Forms (Scorecard) Without Scores

    Currently, we can't perform quality checks in Playvox without assigning scores. However, our quality process doesn't involve scoring agents; we focus on capturing criteria without emphasizing scores. It would be great if Playvox could support this by allowing assessments without associated scores, making it easier to align with our approach and minimizing disruptions.

    9 votes
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  17. New Custom Field Report

    Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.

    *Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage

    9 votes
    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  18. Permission for a different role to sign evaluations

    9 votes
    Acknowleged  ·  3 comments  ·  Evaluations  ·  Admin →
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  19. Ability to Adjust Dispute Notifications

    Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.

    8 votes
    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  20. Score Breakdown in Evaluation Notification

    We currently have 2 questions that zero the scorecard, but agents are finding this very demotivating and the 0% score overrides all the good they have achieved in the other 10 questions.

    Would it be possible to present the score in the notification email, and within Playvox, broken down into 2 parts?
    e.g.
    Your quality score (Q1-10) is 80%
    Your compliance score is 0%
    Your overall score is 0%

    Your quality score (Q1-10) is 95%
    Your compliance score is N/a
    Your overall score is 95%

    8 votes
    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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