309 results found
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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 -
Disputes - Change the name or add an option to make the function seem less negative / extreme
How disputes should be used:
The function should be used for disputes as well as for clarification requests and general questions regarding a certain question or section in an evaluation.
The agent can create a dispute without choosing any specific topic (dispute, clarification, general question). After a dispute is received, the evaluator can then change it to a clarification request, if applicable.
Problem:
Employees are a bit scared to use the feature as they assume it is only for pure disputes. They don't open a dispute for unclear cases (clarification) because they think it would be too big of a…3 votes -
Mandatory Dispute Categories
An option to enable Mandatory Dispute Categories
3 votes -
Question description UI is difficult
Having the question description only show up while hovering over the "?" is terrible. It should be visible at all times.
3 votes -
Live Filter date range on Evaluations tab
On the evaluations tab, it would be great to have an all "live" filter for the date filter.
Insted of locking the end date, have this end date to be live and updated for the current date.3 votes -
Target specific conversation types or user queries for QA evaluations
I want to be able to target specific conversation types or user queries for evaluations. I.e. Feature requests/user feedback, bug reports, refunds, subscription failures so we can take a deeper dive into evaluating these conversations. This will help us learn how to improve our customer service and better understand our customers.
3 votes -
Feedback summary to be at the top of the evaluation
It would be great for the feedback summary to be viewed at the top of the evaluation so the agent can read the overall summary and then delve into the particulars of each criterion.
3 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.
3 votes -
3 votes
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Viewing effectiveness in the agent report
Currently, the agent can only view its effectiveness per scorecard, but it would be very important for it to be able to view its overall effectiveness, that is, a single metric that expresses the effectiveness of all scorecards and all evaluations received.
This way, he will have a better idea of how his overall performance is, and not just based on specific scorecards.
The "super admin" profiles have this view and, currently, we have to share the information manually.2 votes -
''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.
2 votes -
Report and Filter Use Case by Case Reasons
Monthly, the case reason data is necessary for reporting for the following reasons:
(1) Determine which case reasons are Met and Not Met %.
(2) Have visibility on the count and types of evaluated case reasons.
(3) Know the specific areas for improvement by case reasons that our agents needed for a refresher/training, and coaching.**The custom field feature in Playvox does not generate the above-mentioned data report we needed. We are looking forward to the generation of this "feature" option so that we can eliminate manual tracking and report data seamlessly and quickly.
2 votes -
Reports: monthly comparative error recurrence
Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.
2 votes -
Add Interaction ID to disputes
My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.
What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.
I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks
2 votes -
Increase Number of Participants
The ability to increase the number of users in calibrations, up to 500, through an upload feature. Currently, users have to be manually and individually selected.
2 votes -
No Future dates on Date fields
We'd love to add an option on the scorecards to prevent QA Analysts from entering dates set in the future. This causes some discrepancies in their data.
2 votes -
NA Option with Points
For the NA answers on the scorecards, make an option to either make it a 0, or the same score as the YES answer. So many teams want the second option and that means you have to manually enter the NA with the same points as YES.
2 votes -
Dispute Closed Date
We would like to have the Closed Date for the disputes that are completed. This could be added on the Dispute details (when you open them) or as a column on the Disputes table.
2 votes -
Same mistakes
Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.
2 votes
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