304 results found
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Options in prefilled answers
Is it possible to change the default prefilled scorecard answers? Instead of Positive answers, can we have option where we will be the one to choose? We are working on scaling type of evaluation where there are Exceeding, Meeting and Below Expectations type of rating. We wanted to have the prefilled answers directed to Meeting Expectations instead of Exceeding expectations.
1 vote -
Visibility of linked articles in Salesforce
Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.
1 vote -
feedback
Hidden/Internal Feedback Summary/Custom Fields
It would be awesome to have the option of a separate/hidden feedback sections within scorecards only visible to analysts/teamleads/etc. The use for this would/could be:
A. Tagging Teamleads in order to highlight specific concerns, etc. without the agent seeing our comments.
B. Easier tracking of specific trends or issues. Example: using either a text summary OR checkboxes/dropdown menus, etc.., one could select/mention what the key areas in need of feedback are.
1 vote -
Make it easier to open Disputes
It's right in front of users to click into the Eval, but you have to scroll all the way to the right and click into a tiny icon to see the dispute itself. Would love an improved UX with a clearer call to action on opening the dispute itself
1 vote -
Do not show "The export process may take some time..." message everytime
The "The export process may take some time depending on the number of evaluations filtered. You will receive a notification when it's finished" message blocks the menubar every time a file is exported. Have to wait for it to clear every time.
The export behavior is also inconsistent on the platform. In some places, the file is directly downloaded whereas others requires us to go through export center.
1 vote -
Analyst ability to adjust interaction setup based on particular preferences
Analyst ability to adjust the case comments and case email in ascending or descending order based on their preference.
Currently the interactions are projected as first email sent and scrolling in order to most recent email at the bottom. This is different from how the case is shown in Salesforce where the most recent actions taken on the case are at the top and the oldest at the bottom.
It would be great to have the option to have analysts change/pick the preference to see the most recent email interaction at the beginning and initial email at the bottom. This…1 vote -
automated workload
The client would like to have automated workloads. Whenever the workload does not get enough samples to match the ones requested when creating it (because no other interactions match the filter and date range requirement), these missing evaluations should be added automatically to the next trigger and therefore complete the quota of established tickets to evaluate.
1 vote -
Review the Analyst Scorecard - weighting
In the "review the analyst" scorecard, allow weighting on the scorecard.
Currently, there is no way to set the weight and when comparing evaluations the score does not match when completed. This leads to questions from analysts why the score does not match when the evaluation questions do match.1 vote -
Slider scale for Review scorecards
There is no option on a review scorecard to have a scale score (eg. 0-5) only 'points'. There are questions that need to be marked on a scale.
1 vote -
calibrations to represent which feedback item was selected/entered
In calibration system represents the answer and the comment, but there is no visibilty of the selected feedback, thus the calibrations do not represent the full picture of the evaluation.
It would be useful to have an option to add feedback as part of the calibration, in order to cover all of the areas
1 vote -
Avoiding score going below 0
In the scoresheet we would like to minus score for each wrong answer but don’t allow the final score to be negative.
For e.g. right now if agent fails all of the answers they are able to gather for e.g. -200 score for x scorecard, we are looking for a set up where the lowest possible score would be zero and it wouldn’t go below 0
1 vote -
Filter Improvement: Agent Must Have Had 2+ Interactions on a Thread
For QA filters, it would be great to add a filter for requiring an agent to have had at least 2 interaction within a thread and/or were the last ones to have connected with the guest.
This would help us ensure that agents we are evaluating are the ones who finished the conversation and it would help us ensure that the person we were evaluating had a substantial impact on the conversation.
1 vote -
Add marking guide to the answers of each criteria
Much like the description line underneath each criteria question, to be able to add the marking guide of what is considered 'Achieved' or 'not achieved' for agents to see what we look for / consider when reviewing. We currently have these in word docs but it would be great to have these in PV.
1 vote -
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.
1 vote -
Quality triger to create coachings
Posibilidad de crear una opción donde el asesor (Agente) al posser más de 2 o más auditorias desaprobadas no se le permita cargar más evaluaciones hasta que se le cargue una sesión de coaching.
1 vote -
Audio waves
For the audio interactions, it would be helpful to have the sound waves back so people can see where are the silent moments and jump them.
1 vote -
text box field in scorecard
It would be beneficial to add a text box field on a scorecard in which formatting is allowed for the text. This would be helpful to create a checklist/task to perform for certain questions.
The question description field currently in place in Playvox, does not allow us to edit the format for the text body.
1 vote -
Add ability for the user to see calibration completion date
Currently the only way to find when exact calibration was completed_at is only through the API.
Given that this field is used by the system to find calibrations over a period of time, it would be extremely useful to have it visible in the system1 vote -
Create filters from reports in salesforce
currently, you can only create filters based on fields in a task/event/case or Live chat in salesforce. Being able to link filters to tasks in reports in salesforce will help create more targeted evaluations (while still random and objective) without having developer work done to add and remove fields from entities.
1 vote -
Deactivated agents in evaluation tab filter view
When an agent is deactivated, although the results are still available on the platform it is no longer possible to filter by that agent on the evaluations page and easily find the information.
1 vote
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