309 results found
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Turn Disputes on by Platform
Ability to turn Quality Disputes on or off by scorecard, not by role.
2 votes -
Disable the 'evaluate' button for all tickets that had been 'evaluated'
Have the option in Playvox to disable the 'evaluate' button for all tickets that had been 'evaluated' so te customer (Message Media) can avoid duplicate evaluations in the future.
2 votes -
Fail All for Review
Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.
2 votes -
Allow the ability to pull cases for 90 days
Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.
2 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.
2 votes -
2 votes
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Custom report - Number of records
Can we add the number of evaluations/audits/records that have been completed per agent on the Quality Score by section for the Custom Reports? We believe it would be really helpful to see not only their QA average score, but the number of times every agent was evaluated during a certain period of time.
2 votes -
Ability to force comments when the answer is negative/error.
So that we can choose to make the comment mandatory on certain questions when marking an error. If not possible to do it for just certain questions, it would still help to be able to enable this for all questions when marking an error.
2 votes -
Disable certain in-app notifications
Quality setting that allows to disable in-app notifications to Team Leaders, for every action done by the team members or at least for evaluations submitted. Right now it is only possible to disable email notifications.
2 votes -
Scorecard permissions split out editing & viewing
When setting permissions for scorecards it's not possible to allow someone to view and not edit. For certain roles ideally, it would be good to allow viewing but be unable to create or edit existing scorecards.
2 votes -
Business intelligence section - not visible for agents
Having the option to add a section to the scorecard that can be hidden from the agent and does not affect the agent Quality score. Purpose of the section would be to collect business intelligence information from the interactions evaluated, like customer feedback about the product or service, procedures that make support difficult or increase customer effort. Together with CSAT surveys this will give extremely valuable insight into the business.
2 votes -
Disputes - In addition to the Analyst, the Manager can be flagged.
Zocdoc is looking for that when the agent opens a dispute and it goes directly to the original evaluator, it can also flag someone else in the team, in this case a manager.
2 votes -
Button to exclude 'Not applicable' during 'Scorecard overview' report
The current view shows N/A as part of the calculation. Would be great to have a button to exclude 'Not applicable' if needed so that the % of occurrence would show only the % from when the question was applicable.
2 votes -
Add internal note to evaluations that are scheduled
Ability to add an internal note to evaluations that are scheduled vs. completed
2 votes -
Add display of agents who are expected to have interactions assigned, but no available interactions were found
When workloads are assigned to specific agents within a team, but not the entire team, it's difficult to figure out which agents don't have interactions available, but are supposed to.
In the image of agent assignments, the first two 0/0 are on the team, but were never added to interaction assignments in the workload configuration. An agent who was added to assignments and should have 4/4 but has 0, will also show as 0/0. Adding a clear distinction of who is missing interactions will make it much easier to follow up.
2 votes -
Delete workloads
Want to delete workloads that not needed anymore (or have like a trash button) https://flmst.net/s/2ZHqMarjHdPFXmR/preview
Without assignments deleted immediately. They are annoying.
2 votes -
Allow data export of time spent per evaluation/review/dispute
to track QA productivity and efficiency we'd like to get data insights on how long it takes to complete a task. this insight can be used to track KPIs and optimisation.
2 votes -
100% Evaluation
Cannot open a dispute, if there is a 100% evaluation, but quality manager cannot see something, so teamleader re-checked, and open dispute to lower the score.
2 votes -
Permission for team members to see the team's evaluations without being a Team Leader
We've got a request that the agent wants to see the evaluations of another agent for improvement. However, it can't be done in the current setting without putting the whole team in the Team Leader in the 'Teams' setting.
2 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.
2 votes
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