335 results found
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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 -
transcription
Please consider adding transcription to audio files. This allows analysts to review longer calls without having to waste time listening to them. If an additional 'Highlighting' feature is added then you can also leave comments and feedback on specific areas of a call. This would be a huge product improvement on the QA side.
3 votes -
Skip evalutation
When you're skipping one chat/ticket in workload, another one is not
loading instead of skipped one, and that reduce the total amount of chats.3 votes -
Ability to archive scorecards without impacting Calibrations / ATA
If we archive scorecards, then Playvox doesn't allow Calibrations / ATA to be completed for evaluations completed using the archived scorecard. This means when we revamp scorecards, QAs will see both old and new scorecards when creating an evaluation. To only show one, we have to create a complete separate team.
3 votes -
dashboard edits
the main dashboards need to be editable. e.g. there are certain statistics which we consider more important e.g. fail-alls.- for us this should be top and centre of the dashboard. "errors" are not important and could be removed
3 votes -
Ability for team leaders/managers to flag interactions that need to be reviewed
My org has team leaders that routinely escalate cases that need to be reviewed that are typically outside of workloads and on the spot to evaluate. Currently there is no way for a team leader/manager to flag an interaction in Playvox that needs to be reviewed by another analyst (the manager/lead is not doing the reviewing) and this is a manual effort that is captured in google spreadsheets.
It would be critical to have the ability to flag an interaction for review through the interactions tab, have a dropdown of categories for the analyst for the reason for review, leave…
3 votes -
Calibration Due Time
Currently the calibration feature allows you to only set a due date (end of day). We would like to be able to set up a datetime calibration results are due (eg. 9/29/2022 @ 4pm) This would allow us a bit more flexibility in how long we can allow users to provide their inputs.
3 votes -
Date Filter Field Update
Add a Date Filter Field in Filters to allow pulling up interactions based on e-mail sent date. Currently, this is not possible and creates problems pulling interactions from SalesForce as the available Date Filter Fields are not based on email dates.
3 votes -
dispute
Allow Disputes to edit the evaluation either up or down - currently can only accept a change and increase the score, but if the dispute is incorrect and the score should be lower, we cannot make that change. This is for when using a score range.
3 votes -
Workloads - End date
That the workload stops completely, when the end date is reached. Although no more interactions are assigned, currently the status of the workload is still "Live" and analysts can enter that workload and complete the evaluations, the idea is that the workload will stop completely when an end date is set.
3 votes -
Additional Scoring Metrics Within PlayVox
It would be great to have additional scoring metrics within Playvox when evaluating a ticket such as pass rates, numerical scores (0-10), binary scoring options, and star options (0-5 stars).
3 votes -
Workload export functionality
Currently we can see the completion of all workloads within Playvox, but only up until "Last quarter" - we want to track this data for a whole year if possible to evaluate the yearly performance of an analyst (did they complete all workloads in time, etc.).
Currently this is only possible using API data, so an Export functionality would be a lot simpler to implement. Or maybe allow a custom date range for Workload filters.
3 votes -
Spell check
Would it be possible to include a spell/grammar check functionality?
Most QA scorecards have a section for grammar, formatting, punctuation, etc. In the current version of Playvox, there is no spell/grammar check functionality. Furthermore, you are UNABLE to copy the text from the corecard as that click function is to highlight only (unable to copy). The workaround is to leave the tool, go to the original ticket, and then copy/paste the text in a word doc.
3 votes -
See if evaluation was read OR when evaluation was signed
An agent can choose not to sign an evaluation, but it would be good to know if at least the opened it once and read it.
If he decides to sign it, it we be good to see when the evaluation was signed (ex: 2 weeks after the evaluation was sent to him, or the next day?)
We can see in the activity log this info, but only if we manually go into each evaluation.
3 votes -
Tracking when accounts were deactivated
Ability to report on when accounts are made inactive. This has been a request from our security team to be able to confirm when certain accounts were deactivated to prove we acted on the request in a timely manner (ie users whose roles gave them a high level of access to the system) I can access info via an API as provided by Nelson but I need to be able to search by user name and show who deactivated and when.
3 votes -
Email notifications for comments on audits
We would like to receive email notifications when an agent adds a comment to their evaluations so they don't miss them amongst the other notifications.
3 votes -
Allow more than 1000 interactions when sampling by quantity
"Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000
3 votes -
Track Deleted Audits
Ability to pull a report showing all the evaluations that have been deleted, who deleted, when deleted and even some details of the evaluation - agent name, date of eval, quality score etc?
3 votes -
Dynamic Team Selection/Historic Data Accuracy
Would love to see the ability to adjust evaluation data so that if a monitor is submitted against the wrong team, the results can be fixed. I'd prefer that evaluations(at least in the team sense) are dynamic instead of static.
EXAMPLE - If I submit against Team B and meant to evaluate Team A, I want to be able to adjust the evaluation to show up against Team A retroactively without having to delete, submit again, and scrub the inital results from our data lake. This ensures that all of our front-end reporting matches results outside of Playvox and that…
3 votes -
Results for Fail Reasons in Scorecard within Reporting tab
To be able to see in the “Reporting” tab results from the fail reasons in the scorecard. Right now, we have to manually pull from “Evaluations” into Excel and make pivot tables from there.
3 votes
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