304 results found
-
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 -
Calibration Export Option
Allow option to export completed calibration score. This should include both score of all participants and coaching commentaries.
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 -
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 -
The ability to edit a participant's calibration answers
Sometimes participants submit their answers for a calibration and realize they have made a mistake or wish to change or add something thought of afterwards. If the participant reaches out to the expert before the calibration call happens, it would be nice to be able to edit said question or to add something that could be useful. This could also affect the overall results in the end and prevent misalignment between the participant's answers and the expert's answers. Perhaps this could be added under the calibration options.
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 -
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 -
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.
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
- Don't see your idea?