344 results found
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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 -
Analyst Report: Review report should be added
In the new Analyst report, Analysts stats from the Review sections should be added, as there we are measuring the accuracy or Analysts. That way the Analyst report would be more complete: Not only if the analysts performed all evaluations and in what time but also how accurately.
2 votes -
Ability to search Filters based on Filter title / description in Quality - Filters
Currently it is not possible to search filters in Quality - Filters. We need to check every single page to search for a specific filter. Would it be possible to search filters with the filter names / descriptions?
2 votes -
Edit Button on Playvox for closed Disputes
For Dispute, once the case assigned to an Arbitrator gets closed, we do not have the edit access on playvox to change the decision.
If we need to make changes after closing Disputes, we have to create a new evaluation with the same information and submit a dispute again.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 -
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 -
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 -
deletion
Our security team requires we delete (or securely archive) old evaluation data. Deleting thousands of evaluations individually is not feasible.
A process to bulk (securely archive) or delete evaluations is necessary for many organizations from a compliance perspective!
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 -
edit notifications
we would like notification email templates to be editable. This would enable us to trigger specific email notifications to agents or managers or analysts with our own texts at set times.
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 -
Reviews Scorecards: Add tool tip ("?") functionality
Tool tip functionality in the Scorecard: this can be set up in other Scorecards, but the tooltip icon (“?”) doesn’t appear in the Review scorecard.
2 votes
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