326 results found
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Auto-capture metadata for interactions in the evaluation stage
Hi team,
We need the system to be able to auto-fill some of the objects that are listed in the "Info" of an interaction, so we don't have to manually fill them in the scorecard every time we perform an audit.
This is important as it helps reduce the users' manual input for all evaluations and can significantly save their time considering the total amount of evaluations they do in a month.The info contains original data from an interaction that we pushed to Playvox, and the evaluation form has the same or similar names in the custom fields to…
1 voteExciting news! 🎉
Your idea is now officially on our 2025 Q3 roadmap.
We’re thrilled to bring your vision to life and deeply value your contribution.
Stay tuned for updates as we make it happen! 😊
Karina from Product
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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 voteHi 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.
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Weighted workloads
When creating workloads we would like to define the percentage or tickets that would be evaluated for different topics. For example, we would like to create a workload with 60% of the interactions related to orders and 40% to Gigs, however at the moment we have to calculate the number of evaluations manualy and create separate workloads for each of the topics.
1 vote -
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 -
Ability to add multiple email addresses for user profiles
We require the use of ea.com email addresses for Okta verification and account security with our vendor/service partners. However, these partners internally use their own BPO email addresses, which they monitor regularly. Currently, Playvox email notifications are sent only to the ea.com addresses, which the users do not view or have access to. As a result, they miss important notifications, such as those related to evaluations and disputes.
We are requesting the ability to add an additional email address field in user profiles to store BPO email addresses. This would allow us to select which email address notifications should be…
1 vote -
Ability to Skip Evaluations in a Sequence When Needed
When reviewing multiple cases for the same analyst/advisor, the current system requires that the first case be fully completed before moving on to the next. However, there are instances where the first case needs to be put on hold, and it would be helpful to have the ability to skip the first case and proceed with reviewing the second one without having to complete the first.
This flexibility would allow for more efficient evaluation management, particularly when additional information is needed for a case that cannot be immediately resolved. Enabling the option to temporarily bypass a case and return to…
1 vote -
Auto-Start Next Evaluation in Workload Sequence Without Returning to Interactions Tab
To enhance the efficiency of the evaluation process, it would be highly beneficial to implement a feature that automatically starts the next evaluation in the workload sequence once an analyst completes the current one. Currently, after completing an evaluation, the analyst has to return to the main Interactions tab to begin the next evaluation. This extra step can be time-consuming and disrupts the workflow.
By auto-starting the next evaluation in the sequence, analysts can maintain their focus and momentum, leading to a more seamless and productive evaluation experience. This feature would streamline the process and ensure that analysts can work…
1 vote -
Add indicator how many interactions there are when apply a filter (or without filter)
Hi Team, we noticed that if there are multiple pages in the interaction page, each page contains 50 interactions. However it is inconvenient to count if the page is not full, or if there's only one page of interactions when some filters applied.
Could you add the numbers there at the bottom of the interactions page?1 vote -
Automatic subscriptions
Hello!
The suggestion is that the system allows you to program automatic (mass) subscriptions to evaluations without any comments and with 100% scores.1 vote -
Ability to remove the 'Feedback Section' comment box
We would like to be able to remove the Feedback section comments box, highlighted in red in the image attached, from the scorecard. (NOT the Question comment box, highlighted in green)
1 vote -
Add a confirmation button
It would be great to add a second confirmation button that must be acknowledged/clicked before any calibration is officially submitted, rather than just clicking "Send Evaluation" and it is sent right away.
1 vote -
Custom Fields on Calibration
We would like to have the option to include custom fields when creating a Calibration (For example, including a textbox where we can include the Week number to easily filter those calibration sessions), and then they can be displayed on the Calibration details (under summary).
1 vote -
Have an CTA in the feedback
I want to suggest to add a call to action button in the notification sent out for an evaluated case when there is an urgent rectification required in the case that was evaluated.
Majority of the times when we observe an error, based on the nature of the error we need to suggest to the specialist that they must revisit the case and make the correction based on the feedback.
However, presently there is no way a specialist/supervisor can distinguish between feedbacks unless the analyst sends a separate notification for that on another platform.Some kind of identifier in the…
1 vote -
Filter using Satisfaction Date
Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.
1 vote -
New Reports Page
Add a filter option to report the use case by ticket case reason with its rating to determine the top ones with opportunities.
1 vote -
The ability to click share a completed evaluation with another person.
Once an evaluation is complete, in order for another person to view the evaluation they need to look for it, it would be handy to have a share button so it can be shared.
For example Specialist and Supervisor receive the evaluation. The specialist is being coached by someone else, or a manager wants to look at the specialist's review. Instead of the coach or manager having to look for the review, the supervisor can click share in the evaluation and choose someone else to send it to.
1 vote -
Non-scored questions in audits impact reports
I couldn't help but notice that any answered questions that don't have associated point values (we do this for tracking purposes) will end up skewing the report. It shows up as occurrences in the agent's coaching opportunities when they were answered. In this category, we just want to track if the agent offered the correct value of refund/credit or if they over-refunded or under-refunded (or N/A). We leave the question as a 0 point value since we already capture the adherence to the SOP in their Issue Resolution question. Thanks!
1 vote -
Enable Non-Scored Evaluations
Hoping to add a function within evaluations to toggle an audit to be "un-scored". Essentially, the audit evaluation would still be completed and contain feedback for a specialist to understand how they can improve their QA score but it would not factor into their overall score report.
1 vote -
Workload fulfillment report (Evaluating the analyst & Evaluating the agent)
Provide reports on fulfillment levels of workloads, be it workloads for (a) evaluating the analysts or (b) evaluating the agent.
1 vote -
Ability to archive calibration categories
Right now I have calibration categories I would like to delete as they are no longer relevant. I'm unable to because they are attached to calibrations. I am unable to delete calibrations unless I do it one by one. Being able to either archive or delete the category would be helpful for new calibrations.
1 vote
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