310 results found
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Auto population for all multiple choice fields in scorecard instead of seeing "Select an option"
When we test out scorecards with "Preview", all the first options for multiple choice fields are automatically selected. However, when QAs use scorecards for actual audits, all the fields are showing "Select an option" as default which requires a number of clicks per audit. Is it possible to have multiple choice fields to auto populate the first options?
1 vote -
Ability to search Filters based on Filter title / description in Quality - Filters
Currently it is not possible to search filters in Quality - Filters. We need to check every single page to search for a specific filter. Would it be possible to search filters with the filter names / descriptions?
1 vote -
Edit Button on Playvox for closed Disputes
For Dispute, once the case assigned to an Arbitrator gets closed, we do not have the edit access on playvox to change the decision.
If we need to make changes after closing Disputes, we have to create a new evaluation with the same information and submit a dispute again.1 vote -
Permission option - ability to view disputes for anlyzed evaluations
Scenario: There is a team of agents that are evaluating agents from other teams - performing an analyst task.
Problem: As they don't have a specific team assigned, they are not able to view disputes related to the evaluations they performed/analyzed.
Solution: The easiest way would be to have an option in the employee role for view dispute for analysed evaluations.1 vote -
1 vote
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Improve workloads % distribution logic (evaluations count per analyst)
Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.
1 vote -
Notify Analyst when standalone interaction is already assigned in Workloads
When an Analyst enters an interaction ID into a Standalone workload, they should get a visual notification if that interaction is already assigned, evaluated, or calibrated so that they don't unintentionally double up on scoring and interfere with agent's QA averages.
1 vote -
To improve time tracking with the "Save Draft" function for Evaluations
When an evaluator is in the process of evaluating an interaction but needs to pause for another urgent task, the evaluator can select 'Save Draft', however, there is no explicit or clear sign that the time has been paused when they click this option. What could be good is to add a banner of some kind stating time has been paused or how much time has been spent on it so far or when the evaluator selects this option, the page could redirect them to all their evaluations and they can look up their drafts under the 'Drafts' filter. This…
1 vote -
Delete or archive Workloads Skipping Categories
We created a few Skipping Categories that were relevant at the time but no longer have any use case. It would be helpful to either delete or archive these categories so the dropdown list of all selectable items becomes short and "clean" again.
1 vote -
Additional tile for previous week's evaluation to show next to the 'tickets', 'comments' and 'metrics' tab
If would be great if we could add a link to the previous evaluation or a tile where we can find a shortcut to the evaluation's reports.
1 vote -
Allow tickets to sync from Zendesk in Standalone workloads
When using a Standalone workload, the ticket ID input doesn't pull up the interaction in Playvox so analysts can't use the full scoring features, like highlighting text. This results in longer evaluation time and less specific feedback
1 vote -
Filter added to QA Reporting for Inactive Users
It would be nice to have the QA Reporting add a filter in for ´active users´ and ´inactive users´. When running MTD QA performance it would be useful and more accurate to filter out any of the inactive users.
1 vote -
Filter MY TEAM ROSTER screen results
On the MY TEAM ROSTER screen, have the ability to filter each table date column by selecting one or more values or from A to Z or Z to A or. This will help leaders to easily identify users with a particular shift or leave type for a specific day, especially when you manage big teams. Also having at the bottom of the table an automatic count of non blank cells for each column updated following the selected filter.
1 vote -
Ability to select feedback reasons from 2 answer options
We current have the possibility to mark a question as Delivered, Almost There or On it's Way.
Almost There and On it's Way answers require feedback options to be selected so we can better understand why the agent did not achieve a Delivered score.
However sometime we mark the lowest scoring option 'On it's Way' and select the relevant feedback options, but the agent also displayed some of the feedback options from the 'Almost Delivered' feedback reasons, but we are unable to select these. From a reporting and feedback to agent POV it would be great to be able to…1 vote -
Reviews
Like the Calibration tab, allow a Review to be started from the Review tab, instead of just being able to start a Review from an evaluation.
1 vote -
Option to show only Effectiveness (pass rate) instead of QA score
We would like our agents to see the Effectiveness score or pass rate of their evaluations rather than the QA score as we work with COPC standards. Also in the reporting section and the Recommendations pass rate or Critical error rate would be more significant and helpful for our quality program.
1 vote -
Add feedback options to scale question type
We use feedback options as "tags" to create more reporting insights. Currently this option is only available if we go with a "Points" based question type. This can be setup with Points, but a slider or scale option has a nicer look and keeps the scorecard more condensed (it takes several seconds to scroll a scorecard with several points answers and feedback options).
1 vote -
Export agent stats per scorecard
The ability to export Quality Agent Results. Go to Reports > Agent tab > View Reports > View Details. Currently, it's not possible to export this summary. We report on score per section per agent, and having the ability to export this would help with reporting needs.
1 vote -
Improve the consistency of the header names between the Evaluator Review export and the Playvox report
There is an inconsistency in the naming of fields in the Evaluator review reporting. Specifically, there is a discrepancy between the field names in the Playvox review tab and the header names in the Export report. For instance, the field called "Reviewer" in the Playvox report is referred to as "Analyst" in the export report. Another example is the field called "Analyst" in the Playvox report is named "Reviewed_by" in the export report. This lack of clarity can easily result in reporting mistakes.
1 vote -
Review tab filters (Evaluate the analyst)
Currently, when exporting Evaluate the analyst reviews, there are very limited filter options. The biggest pain point is that there is no date range filter, so every export contains ALL completed reviews to date, which is far from ideal as it is not efficient and leads to additional manual work to isolate the required date range. I would like to recommend the addition of a date range filter and another filter for the Reviewer so that we can track and trend Reviewer productivity and scoring trends.
1 vote
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