344 results found
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New Custom Field Report
Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.
*Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage
9 votes -
9 votes
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Ability to Adjust Dispute Notifications
Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.
8 votes -
Score Breakdown in Evaluation Notification
We currently have 2 questions that zero the scorecard, but agents are finding this very demotivating and the 0% score overrides all the good they have achieved in the other 10 questions.
Would it be possible to present the score in the notification email, and within Playvox, broken down into 2 parts?
e.g.
Your quality score (Q1-10) is 80%
Your compliance score is 0%
Your overall score is 0%Your quality score (Q1-10) is 95%
Your compliance score is N/a
Your overall score is 95%8 votes -
Use different term than "Rejected"
Our quality is heavily soft skill focused, and the Red "Rejected" notice is not ideal. I wonder if a different term could be used instead. Even "Denied" or "No changes warranted" might be less abrasive. Also, maybe a different color than red?
8 votes -
Blind Audits
Hide the name of the agent during the Evaluation process, as this will reduce the bias between Monitor and Agent.
8 votes -
Connect Coaching to Disputes
To be able to do a coaching session on specific disputes while in the dispute process. This will allow the arbitrator or admin to be able to discuss more quickly the specific issue or dispute that occurred.
8 votes -
Evaluation Preview
Evaluation preview option before sending the evaluation
8 votes -
New Report Tab update missing some of the basics
We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.
We have noticed that it is missing some of the basic insights like:
• Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
• Being able to select more than one Agent, Team, and ScorecardsWe also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under…
7 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 -
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 -
Filter by Intercom teams / groups
The ability to filter Interactions in PlayVox by Intercom teams and/or groups. It will be easier to evaluate specific agents and teams.
6 votes -
6 votes
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6 votes
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