344 results found
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Hide questions marked N/A to the agent in the evaluation result page
We don't want to show the questions marked with N/A to agents on the Evaluations results page. So there's less noise on the page.
2 votes -
I'd like to see all agents accross all teams and their performancea in the Overview Report
In the overview report, I'd like to see all agents across all teams and their main KPIs.
Also, I'd like to export this information, not just from the agents displayed in the graph but the entire list.2 votes -
Disputes: N/A option in the dispute validity in addition to accept and reject
Have a N/A option in the dispute validity in addition to accept and reject. This option should apply when the dispute had to be nullified since it was a gray area and the dispute wasn't valid for either of the stakeholders involved.
2 votes -
Filter using Satisfaction Date
Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.
2 votes -
[Workloads] Missing skipping option for "Evaluate the Analyst" workloads
Add skipping option to "Evaluate the Analyst" workloads. Different use-cases where we would like to not include them in the workload.
2 votes -
Quality Reviews : need to be able to create custom analyst reports and share to user dashboards
I know beta reports are being developed and worked on now, but there needs to be the ability for me as an admin to create analyst and other reports customized for metrics displayed for the analyst(s) selected. And then I need to be able to share or send these reports to selected analysts to have it displayed on their dashboards.
Dashboards needs to be customizable as well for the layout and to remove reports that have no value to that person.
2 votes -
Auto update of a scorecard through all of the sites
Currently if we do have an update (new process, new carrier) we have two options how to edit the scorecard:
- archive all existing ones make change in one and then clone it and publish it - as a followup we also need to map new scorecard in all of the performance campaigns
- edit each site scorecard one by one (then we can skip archiving/cloning/publishing/performance campaign mapping parts)Both of the options are time consuming (we have several changes a month) and prone to an error. An option to have one main scorecard that would be mirrored to the…
2 votes -
Delete comments in evaluations
We need to be able to delete comments made in evaluations
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 -
Auto detection of duplicate interaction ID (for Standalone workload)
For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.
2 votes -
Reports: monthly comparative error recurrence
Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.
2 votes -
Ability to edit a workload after it has been started
There is always an error message when editing the time. It needs to have an 6 hour time difference to make any changes to the time of releasing the workload, which is unnecessary.
Flexibility to edit a workload after it has been started is desired.
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 -
Create a Workload to evaluate the internal comments
Could you please add an option to create workloads to evaluate the internal comments left on the ticket by a person other than then one handling the ticket?
Example:
Person A is handling the ticket on Zendesk and needs help in order to solve the issue so they escalate the ticket. Person B looks at the escalation and leaves an internal comment with instructions or with the solution on the ticket and then Person A continues to solve the ticket.
We would like to create a Workload to evaluate the internal comments left by Person B, even if the ticket…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 -
Turn Disputes on by Platform
Ability to turn Quality Disputes on or off by scorecard, not by role.
2 votes
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