344 results found
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Reporting filters for Review stats
Include further filters in the reporting of review stats (by analyst, team, etc.)
2 votes -
Agent performance by question group, not just section
Currently, we can pull individual agent reports on the scorecard section, but not by question group. It would be great for us to export this easily instead of needing to export all evals individually and then work with the data to get the information we need.
2 votes -
Error calculated on 0 point questions
When a question has a 0 point value & the agent gets the question correct it is counted as part of the error rate. We would ask to have 0 point questions only counted as an error if the question is incorrect
2 votes -
Backlog Completion Settings
If a workload is not completed before a new assignment is distributed, analysts are unable to work on the previous items that were assigned to them and can create a gap in work that QA needs to complete. This must manually be captured and completed outside of the workload.
Would love to see the ability to complete the previous assignment and/or have the functionality to catch this and the future assignment to reflect what was missed. This will ensure that there are no gaps from a controls perspective
2 votes -
More reporting based on custom fields - for example, trends over time, trends based on section it is attached to..
There is the ability to add custom field selections within the scorecard however the reporting only shows the occurrences - I would like this to show trends of the occurrences over time. Also, the custom fields created do not show as connected to the question it is attached to on the scorecard. For example, we have a process-related question with a department-specific customer field, but the custom feild doesn't relate to the question itself in advance reports.
2 votes -
Include custome fields under DISPLAY FIELDS in Quality filters
Include custome fields under DISPLAY FIELD.
Incluir el custome field "Numero de Pedido de la PQR" como DISPLAY FIELD dentro de los filtros por Zendesk.
2 votes -
Do not load any filters after opening "Interactions" tab
Whenever we open "Interactions" under the Quality tab, it automatically loads the first filter in the list, forcing the user to wait until it finishes loading. Especially impacting when users have to go to interaction tab frequently. It should not load filters until a user selects a specific filter.
2 votes -
Edit permission on Calibrations
It would be great to allow calibration participants an option to edit up until due date. I understand not wanting them to be able to keep changing to try and get the right score.
But maybe allow one edit, I've had situations as the expert where users second guess themselves or go back and listen to a call, etc... then they want to edit but cannot.
Maybe it could be a option/permission for certain role, even?2 votes -
Workload progress bar color
It would be great if the color of the progress in the workload can be different in different statuses. So that we can easily identify completed workload from workloads in progress. I have attached an exemplary screenshot. When the workload is 100% the progress bar turns green.
2 votes -
Scorecard Question results for Calibrations
It would be very helpful to see the average scorecard question results based on Calibrations.
Example:
Feature the Analyst's average scorecard question results for a specific period of time
VS.
The Expert's avg. scorecard question results for the same period of time.
Similarly, it would be very helpful to feature said data in the API for easier exporting.
2 votes -
2 votes
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Option for the scorecard sections to be collapsed when opened for evaluation
Consider adding an option for the scorecard sections to be collapsed when opened for evaluation. This makes the scorecard well-ordered and saves time for the QA Analysts from scrolling through each sections, especially for the sections containing multiple questions. In practice QA Analysts are well-aware of all evaluation criteria and there's no need to look into every single question.
2 votes -
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 -
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 -
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 -
Workloads - Can the number of ticket be editable?
The number of case should be set as default, or at least we can choose one of them (number/ percentage) separately. We cannot choose number of the percentage only and it doesn't reflect exactly what we want to see.
1 vote -
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 -
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 -
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 -
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
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