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Improvements to our Quality product

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347 results found

  1. 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

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    Acknowleged  ·  0 comments  ·  Interactions  ·  Admin →
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  2. 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

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  3. 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 system

    1 vote

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  4. 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

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  5. 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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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  6. Enroll in a course If X specific custom field option is chosen in an evaluation

    If X specific custom field option is chosen in an evaluation, enroll in a course

    Example: If I create a custom field name "soft skills", I can create a rule to enroll agent at "soft skills" course when I selected that field on evaluation

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    Acknowleged  ·  0 comments  ·  Automations  ·  Admin →
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  7. notify If X specific custom field option is chosen in an evaluation

    If X specific custom field option is chosen in an evaluation send an specific notification/email

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