327 results found
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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 -
Ability to use decimals in a workload for QA assignment
We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.
5 votes -
See the drafted version of the evaluation they started earlier on the actual workload
Whenever the analyst is completing a workload, the client would like to see the drafted version of the evaluation they started earlier on the actual workload without needing to go to the "draft" tab. Also, to avoid confusion the client would want to have only one draft per ticket/ evaluation and not multiple for every time he saves that same evaluation as a draft.
5 votes -
Calibration comparison granular data
Exporting data from calibrations: we need the granular data from our calibrations, like a comparison between the analyst evaluation and expert evaluation; and separated analyst answers and expert answers;
5 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.
5 votes -
Dashboard with overtall data of agents
There is currently no dashboard view to get an overall average overview for all agents and all sections. There is also no view to see a team's average section score by month. These are integral for reporting purposes. To be able to quickly and accurately share easy to understand overviews with our Leadership team would save us lots of time. It can be frustrating exporting many different types of reports to get only partial information to build my own report outside of Playvox.
5 votes -
Add comments on Export evaluations file
Add all comments from the comment box inside the evaluations when exporting that data.
5 votes -
Selection filters
Improve the filters to be able to easier select different teams and scorecards.
Today you have to select them one by one.
We should be able to select several boxes at a time, have a multiple select option.
Actually having teams on different levels would be great.5 votes -
Skipped Evaluation Reporting and Exporting
It would be highly beneficial to introduce a feature that allows the identification, reporting, and exporting of skipped evaluations. Currently, if an evaluation is skipped, there is no straightforward way to track or understand the reasons behind it.
By implementing a system that records when an evaluation is skipped and allows managers and analysts to generate reports or export this data, they can gain valuable insights into patterns or issues that may be causing evaluations to be skipped. This feature would enhance the overall evaluation process by providing transparency and enabling better decision-making.
4 votes -
Edit scorecards post publishing
We would love the ability to edit scorecards after publishing, specifically the feedback sections, to be re-enabled or even improved upon with more edit options so we don't have to clone and archive when we want to update our cards.
This would improve our efficiency and clean up the DOMO reporting as well.
4 votes -
Workload Report Custom Filter
Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.
4 votes -
Ability to substitute interactions
Add the ability to substitute a manually located interaction ID into an existing workload. When workload generated interactions aren't within scoring parameters, the substituted interaction will count as an evaluation in that workload. This would make Workload Reporting display an accurate % of evaluations completed.
4 votes -
Ability to use Toolbar one question lev (e.g., thick, color, font size etc., especially insert link and upload files).
Unlock the toolbar also for the comment fields at individual questions of the scorecard. The toolbar in the summary is really cool. The functions would also be handy in the individual comments to make them more organized. We give most of our feedback on question level and would therefore benefit a lot from the toolbar.
4 votes -
Evaluate the Analyst/Reviews: Add Time Tracker information
We would like to be able to track the time to complete (similar to Evaluations), so that we can track QA productivity as well as compare original auditing time to evaluator review time.
4 votes -
Ability to set the days of the week (ex. M - F) when workloads will run
Currently, workloads that are scheduled to run daily will run everyday. We do not have the ability to restrict workloads from running on certain days. If, for example, all of our QAs are off on weekends, we want to be able for the workload to not run on Saturday or Sunday.
4 votes -
Report that lists any agents NOT allocated to a workload
We would really benefit from being able to run a report to confirm any agents that are NOT allocated to a workload.
It is confirmed via User Management if an agent is assigned to an active workload, so there is some kind of link of this data in the system.
Going forward and extension to this request would be to be able to export a report that lists all agents and what workloads they are allocated to.
4 votes -
A report to list all agents that have NOT be evaluated within a given time frame
To help pickup any agent missed as part of the evaluation process (if workloads are used or not) we really need a report that we can export that will list all agents that have not been evaluated within any given timeframe. At present we have to run several reports and copy and paste a list of names that have zero evaluations which is time consuming. You clearly have this data as its available for us to view in Playvox, it would be amazing to be able to export this data!
4 votes -
Option of replacing completed evaluations with Expert feedback/score after calibrations
Currently, when reviewing the outcomes of calibrations, they may result in score adjustments to the original evaluation and it is a manual action taken right now. If we could have a button as an option to replace the original evaluation score with the expert's updated feedback/scoring and have a banner that it was updated due to calibration #, that could potentially be more efficient. Ideally keeping the original evaluation timestamp/date/analyst associated with it.
4 votes -
The ability to change the scorecard in an evaluation.
For example, to change the scorecard from mail to call during an evaluation.
4 votes -
Completion Thresholds for Workload Report
I love the new Reports section of Workloads, showing the completion percentages for my analysts. What I'd like to see there is an option to set completion percentage targets for assigned workloads; for example, those with 0-30% of their assigned evaluations are in red, those with 31-60% are in yellow, etc. It would allow for at-a-glance checks on how the analysts are doing and call attention to those who are behind.
4 votes
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