324 results found
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Evaluation Preview
Evaluation preview option before sending the evaluation
8 votes -
Restrict the result view for participants of a calibration to their own result only
Currently calibrations results form part of our auditors KPI's. Being able to see how everyone else is performing in calibrations is causing problems and could mean we are unable to continue to move from our calibrations from our current platform, and into Playvox.
Please can there be the ability within roles management to set what any role can view eg: own, team, all. Thank you.7 votes -
Scorecard hierarchical custom fields
Custom field options triggers options in another custom fields
7 votes -
Possibility to hide evaluations from the Agents
We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.
I know we have the option when doing an evaluation to mark if we want to send the notification to agent…
6 votes -
Marking an agent as out of office/sick/vacation
After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.
include columns for start and end dates, as well as the reason for the absence.
6 votes -
Ability to edit Participation list for Calibration
Participation lists for Calibrations have been implemented (yay!) but they cannot be edited or deleted after creation. We need this to be added ASAP
6 votes -
evaluate the analyst workload reassignment
Include the reassignment feature thats available for the "evaluate the agent" workloads and extend to "evaluate the analyst" so I'm able to reassign a new analyst to help with calibrations.
6 votes -
Populate links within email/customer interaction when reviewing evaluations
A few of my analysts and myself have come across the issue of hyperlinks not showing up when evaluating. Portions of the interaction that are hyperlinked look like plain, regular text while evaluating and appears as though there aren't any when there are.
This has caused unintentional mark offs for agents for not including a link to resources when there was in the Salesforce case. This has only become a recent issue. If possible, can we have the hyperlinks included (again) when evaluating? It does appear to show in the interaction itself before clicking to start evaluation but not during…6 votes -
New type of sampling -> Percentage or exact number of evaluation by team
We'd like to have an additional type of sampling function based on the "Percentage or exact number of evaluation by team", not by team member or by filter as these are the options available now.
6 votes -
Large Team Workload Automations
Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen
6 votes -
6 votes
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6 votes
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Reports filtered by integrations meta-data
Allow to use specific meta-data as filter for report views
ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también
REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?
Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a…
6 votes -
Share dispute results with the analyst when a dispute is accepted
As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.
The method by which the results are shared could be:
- An email
- A coaching session that is triggered by an automatically accepted dispute
- A coaching session associated with the dispute that is created manuallyIf you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with…
5 votes -
Enhance Workload Reporting
We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.
5 votes -
View All Quality Evaluation Drafts
It would be very helpful if the admin and super admin role could see all drafted evaluations on the platform, not just the ones they started. Evaluations are tied to other parts of the platform, like scorecards, and having the ability to edit and delete other draft evaluations would be great!
5 votes -
Calibration Export Option
Allow option to export completed calibration score. This should include both score of all participants and coaching commentaries.
5 votes -
New Analyst report: Disputes per Analyst (accepted and not accepted)
The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
This will give insight into accuracy of evaluations and can help with coaching of Analysts.5 votes -
Changing the user/agent selected even after evaluation is saved/sent
Changing the user/agent selected even after evaluation is saved/sent.
We should be able to change the user/agent selected even after evaluation is saved/sent. We can currently change the date, time, link to the interaction, etc. BUT we still cannot change the selected user name for which we're making the evaluation. Please, make this field editable, so that we can correct and amend scorecards efficiently. Thanks.5 votes -
Automated Quality Coaching Recommendations
The user can set the percentage that triggers the coaching session recommendation
Options to trigger the coaching recomendation:
Question or section score
critical fail5 votes
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