347 results found
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Be able to add justification to evaluations if agent did not sign (mandatory process)
We need to have the ability to add a justification if the agent does not sign the evaluation. For us this is a mandatory process that we need to track for control and regulatory reasons. Currently, this capability is not available, and its inclusion would significantly improve our processes. The justification would be added by the team leader.
1 vote -
Unify format of value field in answers' feedback in evaluations
We'd like to fetch the feedback data from the answers in the evaluations.
When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.
So to be able to fetch that field, it should always be an array of string(s).
1 vote -
Custom Reporting at the Section level (including comments)
We need to have an exportable report that captures errors found within a section of an evaluation, and includes comments by the analyst.
1 vote -
Playvox QM Chrome Extension for Evaluations
Chrome extension so that analysts can fill in the scorecard directly within the CRM for CRMs that do not have an out of the box integration.
1 vote -
An option to delay evaluation prescheduled release date.
Example -
For a QAed Case which has already been evaluated and scheduled on the tool, lets say for a deadline of Oct 20, we should have an option to revise the release date to a new deadline incase I want to make some changes to the evals or get it reviewed further and hence delay the evaluation delivery.1 vote -
Display the name of the workload in the evaluation header
Evaluations can be made as part of a workload or not.
It would be helpful to identify when an evaluation was made as part of a workload and display the name of the workload in the evaluation.1 vote -
Feature to add dispute templates
We would like to have the feature to add a template for the agents who file a dispute. The best option is when a dispute is started, the template directly appears in the field to leave the arguments. Thanks!
1 vote -
report publish
Please create an option to publish reports on the web. Instead of exporting a report every week/month, we can have a URL so anyone with the link can view it, even without the need to authenticate (people having no Playvox user).
1 vote -
Interaction ID - Show Interaction ID as fetched from the integration (allow more than numbers and letters in the ID name)
Chat/Ticket ID's are generated with hyphens in our CRM tool.
Example: 4da9099a-c6bd-4641-9cf1-cbedc5279a7fHowever, Playvox is automatically removing the hyphens when the Interaction ID is created. This makes manual search time-consuming for our Quality Analyst team since they have to remove the hyphens before searching in Playvox.
Please allow the Interaction ID's to contain hyphens as well
1 vote -
Search evaluations using agent email
Be able to quickly search for evaluations using the agents email address, not full name
1 vote -
Scorecard Language Selection
We use an external analytics tool in order to do all deeper dives into advisor and scorecard developments, etc... The problem we currently face: we evaluate some advisors in ENGLISH, others in GERMAN - thus, we use two different scorecards, meaning we have to merge the results of BOTH SCORECARDS in order to get a full picture of what is happening.
It would be AMAZING if Playvox gave one the option to create a PARENT Scorecard with CHILD Scorecards for translations into different languages - meaning regardless of which language I am evaluating in, ALL results are merged for export…
1 vote -
User management
It would be convenient to be able to designate a unique TL for each agent as we currently have agents working under the same team manager but managing different products
1 vote -
Custom Reports (beta)
right now the new quality reports beta feature is good but we can't share out custom reports (even though it says "Here you'll find custom report views to be reused or shared with your team" in app), would love to be able to share this feature!
1 vote -
Ranking for Quality report
It would be great if we could have a view in the report that actually shows the ranking of all agents instead of only the top and bottom 5. So we can show all the report to our team and see the complete list of results
1 vote -
Ability to exclude users from a Quality Workload
Instead of having users randomly assigned in a workload, we'd like to see a feature that allows us to exclude certain users. For example, there are analysts who also take calls in these queues but we don’t want them to get assigned to audit themselves.
1 vote -
Edit Multiple Scorecards
Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button
1 vote -
New Reports - "Quaity Overview
In the new reports - "Quality Overview" - in "Quality by Score" - Scorecards, have the possibility to see the Av. Qa Score above the bar, and not only when clicking on the bar.
Customer: MessageMedia1 vote -
"Transfer" button in the Interactions Tab
Possibility to have the "Transfer" button that we have in the Workloads, but also in the Interactions Tab.
Customer - MessageMedia1 vote -
Ability to submit an evaluation with an anonymous analyst for specific roles or evaluations
Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).1 vote -
Hello Playvox Team, We would like to have a feature request for the overview of disputes. Could we also get a filter overview here, wher
Hello Playvox Team,
We would like to have a feature request for the overview of disputes.
Could we also get a filter overview here, where we can also save the filters without always having to reset them.
We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.
1 vote
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