328 results found
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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 -
Active Users for Signed Evaluations
Currently finding that when we run a report on all of our signed evaluations, it includes agents that have been removed from the platform that are no longer with the team. We are hoping for a way to pull a list of unsigned evaluations and have it only be current active users.
4 votes -
Cumulative Report
Wants a cumulative report highlighting insight on specific agents to figure out which area they are failing in and or excelling in.
4 votes -
Create Custom Filters
Have the ability to create your own custom filters at the settings level (reports tab, scorecard, employee profile etc.) they would all be possible to use as filters. Example: you could have a category for a line of business so you can see results at an aggregate level without needing to export.
4 votes -
Add the ability to approve or remove the ability to skip interactions in WL
Analysts are skipping interactions that they consider too hard, too long or too low scoring and don't want to score, approving will make it easier to track
4 votes -
"Live" workloads, not looking at past interactions
Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't
4 votes -
When searching an interaction manually, seeing if it has been skipped in a workload
I often get flagged interactions from other areas of the business, when searching the interaction manually under filters, it would be great if this is assigned in a current workload or was skipped in a past workload.
4 votes -
Select multiple angents in the agent report and multiple teams in the team report
I'd like to select multiple agents in the new agent report and multiple teams in the team report.
I'd like to compare the selected items whenever I need to.3 votes -
Option to hide/omit evaluation result percentages, colors, answer scoring scale.
There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.
The colors, section percentage score, question number score are distracting and confusing to the end users.
The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.
Our business use case…
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''Set N/A Answer'' as ''action'' to Rules
Currently, you can only select ''Fail Section'', ''Fail All,'' and ''Notify'' options as ''Actions'' if a rule is met in Scorecards. Adding ''Set N/A Answer'' would be a neat addition because some criteria makes others redundant in certain scorecards. This would be great for efficiency.
3 votes -
Option for stand alone reviews
Create a standalone review which is not tied to one specific evaluation.
A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.
This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.
We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…
3 votes -
To be able to organize the agents in the workload by alphabetic order
To be able to organize the agents in the workload by alphabetic order so it easier to find them
3 votes -
Toggle between daily, weekly, monthly views
When viewing a Quality report, it would be good to be able to toggle the measure showing between daily/weekly/monthly rather than it automatically choosing the measure to show based on the timeframe
3 votes -
Fail All for Review
Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.
3 votes -
Improve workloads % distribution logic (evaluations count per analyst)
Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.
3 votes -
"Connect" questions from different scorecards for a combined reporting
We have several scorecards for different channels, but some statements are the same across all scorecards (e.g. "Was the agent friendly?"). We are currently combing all data into an big excel sheet to get an overall picture because that's not possible in Playvox. We would have to select each scorecard separately and look at different results.
It's possible for us with Insights as well, but we would really like a similar "out-of-the-box" feature.
3 votes -
Adding 'Vertical' and 'Contact reason' of the ticket on top of the scorecard.
In order to be able to get more information from the evaluations report, it would be great to add the specific 'vertical' and 'contact reason' of the ticket that's being evaluated, on the scorecard information (same place where we see the agents name, the TL, interaction number, etc.)
3 votes
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