344 results found
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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 -
Export should include highlights
The exported file should include any highlights and the comments that were attached.
1 vote -
Ability for admin to bypass SAML
The ability for an admin/super admin to bypass SAML rather than having to reach out to Playvox support. If there is an issue during SSO set up our internal IT team can't login to resolve it.
1 vote -
% (PERCENT) OF EVALUATIONS PER TEAM MEMBER
Assign not the # but percent of evaluations, like 5% per previous week
1 vote -
excel naming convention
the evaluation export function creates excel spreadsheets with very long naming conventions. If you pull the same report a few says later, it has the same name. Excel cannot have 2 workbooks open with the same name. please can each unique download be given a unique file name
1 vote -
Scheduled Scorecards Publishing
It'd be great if we can schedule when a new scorecard will be published and the previous version archived. This can help us to avoid having multiple excel files in a work week when exporting the data.
1 vote -
interactions - description field
Description in Response history looks different from response history in the interactions:
The description in the interactions displays with the descriptions style : spaces\ new lines\ bold text and more1 vote -
Shortcuts
Need to add shortcuts to the system to the feedback section.
Like I have a list of comments and now I am coppasting them from the doc, and what to add there https://flmst.net/s/aKxZaHrT3txcAnk/preview
https://flmst.net/s/fCrM4GB7kjgEBMp/previewIn check box there is opportunity to add only 22 symbols (or smth like that)
1 vote -
Filters not saved
Save Filters when opening another page. Like i put published only here - https://flmst.net/s/8FZENqTjDAW4jYe/preview
And when I go to another page another appears https://flmst.net/s/KwmdnA2KNqLdEon/preview It is really annoying, as I not need them but still can see.1 vote -
Having a new variant for "fail all".
Having a new variant for "fail all". This new option would show the QA score for the agents but still indicate that the evaluation is not approved. example: The agent fails because a critical mistake was made and the evaluation is not approved. It shows that the agent scored 0/60 points but they still get a QA score to indicate how they are doing overall.
We believe this would be a benefit for agents as it gives them something to measure their performance against, even if there has been a critical error.
1 vote -
Ability to create scorecard templates
Scorecard templates are currently restricted to those provided by Playvox. Need ability to create custom templates. Yes, we can create a "template" scorecard and clone it but it is not a pleasant user experience.
1 vote -
Show percentage already assigned in workload settings
It's very difficult to determine what percentage has already been assigned amongst QAs in the workloads. With 40+ QAs, it is very difficult how many more percentage has to be assigned/deassigned to reach 100%
1 vote -
Add scheduled workload data to Playvox API
Currently the Workloads API can only return information of workloads that have ran. If scheduled workload information is retrievable, it will help with sampling and managing the workloads before it runs.
1 vote -
Evaluations should not be editable if signed
Users are able to edit evaluations after it is signed by agents. Since evaluation has been signed, the result has been accepted by the agent. Users should not be able to edit evaluations afterwards. If the edit was a markdown, then it will record as agent acknowledging the markdown and non disputable.
1 vote -
Do not reset evaluation distribution percentage everytime Analyst is added / removed from Workload
When an Analyst is added / removed from a workload, it redistributes the evaluations equally amongst all Analysts. This requires us to take note of existing distribution and then recreate them. It should not reset distribution by default and users should be able to click on a button to reset it if needed.
1 vote -
Update QA workflow to capture AHT accurately
How AHT is measured currently is inaccurate. Currently, the AHT clock starts when the Analysts click on the "Start Evaluation" button. However, the interaction is reviewable even before the Analyst clicks on the button. We also cannot instruct the Analysts to NOT review before clicking, as the Analysts can only skip before clicking the "Start Evaluation" button. Thus, Analysts have to review the ticket beforehand to determine whether to skip the ticket or not.
The AHT clock should start before the analyst can review the interaction and the evaluation made skippable even after starting the evaluation. Record the time from…
1 vote -
Search users by their full name
Currently, users can only be searched using a single name (i.e. Mike, Arun, Luke). With 7000+ agents, the list Playvox returns can get multiple pages. Please allow searching by their full names.
1 vote
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