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  1. The Scheduled Evaluations feature is great, but currently does not allow for any difference in how it's used in an organization.

    Please allow Scheduled Evaluations to be set-up on a user basis, so one evaluator can schedule their own evaluations without affecting anyone elses workflow.

    1 vote

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  2. Creating a workload on an analyst level provides tickets of the selected analyst on an agent level. Creating a workload for 2 or more analysts returns a list of agents (to know which analyst is being evaluated we need to open the evaluation window).
    What is being returned back is the correct number of cases that need to be checked (in this example, 10), but from the active workload, it is unclear which case belongs to which analyst. Cases selected only show agents who were evaluated in those cases (not relevant).
    As the workload is based on Analyst, it would…

    1 vote

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  3. I use the review feature for Audit the Auditor. I would like for when a review starts from the evaluation, once the review has been submitted, even if the scorecard eval was edited, the original score does not change.

    Also, is it possible to add an export feature here?

    1 vote

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  4. Include the GIF capability in the Evaluation Comment section, next to the upload files and emoji insert.

    1 vote

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  5. Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.

    1 vote

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  6. Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).

    1 vote

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  7. We need to include some function/button where the analyst himself can request the system to generate an extra load, so that when he finishes the workload before the pre-established time, he can autonomously add an extra load for himself to work on it.

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  8. Sugiro que, após enviada uma avaliação de uma carga de trabalho, a página seja redirecionada a avaliação preenchida, e não a carga como está sendo feito. Como prática do meu time, é realizada uma pequena revisão na avaliação após enviá-la, além de serem feitas anotações em um documento a parte referente aos pontos de melhoria e de atenção identificados nestas avaliações. Com o redirecionamento para a página das cargas de trabalho, os meus analistas estão perdendo um tempo extra tendo que ir até a página de avaliações, localizar a avaliação enviada, abri-la e realizar as ações que citei acima. Isto…

    1 vote

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  9. I'm loving the new layout and ability to edit the list of the main Calibration page but it would be great if the edits made to the column size were saved so if we leave the page and come back the changes remain.

    Additionally, saving specific filters on any page (reports, workloads, calibrations ... etc) would be helpful.

    Can we also bring back the option to 'open in a new tab' when right clicking the view button on calibrations.

    1 vote

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  10. In some cases we no longer need specific custom field or an option in it.
    as it has no affect to the scorecard scoring, it would be nice to have an option to archive whole CF or a selection of the CF if the information is outdated.
    now if we need to do such change we need to archive scorecard in all pages + launch a new one. It's rather time consuming task to perform for a minor change

    1 vote

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  11. When we review a conversation, we click the “General Info” tab, and then click “Conversation”, but the conversation goes back to the beginning and not where we left it.

    As a team, we believe it would be nice for the conversation to stay where we left it, just to avoid scrolling a bit more.

    1 vote

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  12. When performing a quality evaluation in Playvox, an alphanumeric Interactions ID is generated in scorecards. This deviation from the uniformity of Salesforce Case Numbers complicates the process of identifying the corresponding case in Salesforce. The use of the Case Number as a distinct identifier, prominently featured in all quality evaluation scorecards, is suggested to streamline and enhance the efficiency of the process. Can we expect to have this change implemented quickly?
    For reference, I can give you the ticket I have with the Playvox team - #28210

    1 vote

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  13. Hi PlayVox Team,

    We want to request to have an additional column for the agent name under Calibrations. The addition of the filter will make it easier for team leaders and quality assurance personnel to identify which agents have already undergone calibration quickly.

    Hoping to add this feature on PlayVox

    1 vote

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  14. Scorecards: PlayVox currently offers the option of creating tags within a criterion, but does not generate a report on them, we understand that if there is information in a scorecard criterion it is relevant and that is why we insert it, therefore it could have synthetic this in some scorecard report.

    1 vote

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  15. Reviews: does not deliver reports on offenders, we are unable to see which scorecard review criteria the person made the most mistakes, so we continue using it as a quality scorecard that delivers this report, in addition to feeling that viewing the evaluation does not have the same quality than that of the normal assessment.

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  16. Scorecards: lack of option to attach images to criteria comments.

    1 vote

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  17. Confidence coefficient: today we develop this manually, but a statistical data that guarantees the quality of the sample is the confidence coefficient; If Playvox made this automatic calculation available, it would greatly facilitate the creation of workloads and also the monthly result of the reliability of the evaluations sent.

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  18. Disputes: it does not generate reports that would be very important for us, such as a comparison of evaluations sent, contested, accepted and not accepted, both by analyst, agent, team and scorecard, we have to do this manually outside of Playvox.

    1 vote

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  19. Workloads: justify the non-evaluation of an agent, in the case of vacation, certificate, exclude this person from the load and insert a justification for the leader.

    1 vote

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  20. Workloads: they are inactivated as soon as the period for them to be completed ends but they still appear to the analyst as pending, however if we delete them so they no longer appear to the analyst, they also no longer appear in the workload reports.

    1 vote

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