344 results found
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Ability to delete assigned workload
Need ability to delete an individual assigned workload, not just the entire workload. We can the, delete workloads with incorrect sampling, update the workload and then rerun the workload.
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 -
Dispute chat
It would be nice to directly chat with the agent from the Dispute tab. In our company the Disputes are solved by a 3rd party and not the initial analyst. That's why communication between the 3rd party and the agent would be amazing.
2 votes -
Custom field topic/question filter selection
Please add an option in the custom field filter to be able to select the question/topic and show the report of this question/topic. Now we need to add one-by-one answers.
2 votes -
Ability to snooze workload for QAs
Ability to snooze assignments or set as 0% so the QA doesn't have to be removed from the workload if they are OOO.
2 votes -
Remember filter settings when going back to the page.
Do not reset the filters when revisiting the page. For example in Dispute Reports, when I review the dispute it opens in the same tab. When I go back to the previous page it resets the filter and have to redo them. This behavior is also inconsistent across the platform as some pages do remember filter settings.
2 votes -
Edit Internal Notes
Currently, there is no option to edit internal notes submitted on evaluations. If we want to edit them, they need to be submitted again with the correct text and this might cause confusion with our agents.
2 votes -
List assigned evaluations in chronological order
Evaluations assigned via workloads should be showed to Analysts in chronological order, with older first and newest last. If we do weekly evaluations, then the time gap between ticket resolution to evaluated can be up to 13 days.
Ex.
Ticket resolved on Aug 1st, 2022
Ticket assigned to Analyst on Aug 8th, 2022 via workloads.
Analyst evaluates ticket on Aug 14th, 2022.2 votes -
Enable filtering by excluding certain teams / scorecards
Currently you can only filter results by selecting the teams / scorecards you want to include. However, when we want to see results of all teams / scorecards except for one, then we have to select all the teams except the one we want to exclude. We need an option to exclude teams / scorecards from results.
2 votes -
Separate Evaluate the Analyst data from Calibration data
The two are processes are not the same and should not reside and recorded as the same type. Evaluate the Analyst and Reviews data should be combined into one process.
2 votes -
Export reports of scorecards
It would be nice if we can export reports of scorecards (e.g. "Select report" --> "Coaching opportunities by question").
2 votes -
See and filter who the evaluation is assigned to (second evaluator)
In the evaluations listed, see who the evaluation is assigned to, the second evaluator it was transferred to; without having to open the evaluation. And to be able to filter this by Second Evaluator in the Evaluations section.
2 votes -
Ability to coach within Playvox for analysts
A format for coaching between experts and analysts. One idea that would be helpful is a way for analysts to request support/coaching with an evaluation and the expert being able to provide guidance on how to score within view of the scorecard/evaluation; overlaying how the expert would score real time. Making the expert notes viewable only by the current analyst + others with analyst role + team leaders. And a way to be able to track these supported evaluations as data + note reasons the coaching was initiated by analyst.
Currently these escalated reviews of evaluations and how to score…2 votes -
Workload - Interaction ID
Allow the Interaction ID field to display as it is set in the filter. If you set to display the case number, it shows the case number on the workload interaction and not the interaction ID.
2 votes -
To be able to delete massively workloads insted of one by one.
To be able to delete massively workloads insted of one by one.
2 votes -
Automation of the export metrics
Automation of the export metrics by time. For example instead of manually exporting the QA metrics every x amount of time, there should be a feature were we could stablish a time parameter and the metrics would be dowloaded to an excel or google sheets automatically.
2 votes -
Visibility of linked articles in Salesforce
Please have the attached articles, usually in a form of links be visible in Playvox Interactions too.
2 votes -
Updating the "created by" assignment or edit access for current workloads for other admins to be able to edit
Would be great to have the ability for Super Admin to update edit access on particular workloads to new admin(s) to access/edit vs creating brand new ones for select teams (and vs updating permissions so they can access all workloads for editing).
OR ability for new admins assigned as team leaders to be able to access existing workloads tied to their team created by other/previous team leaders.There's quite a bit of transition at points throughout the year with admins/team leaders and having to create new workloads that new admins are able to edit for their team is pretty tedious.…
2 votes -
expert in a calibration session
The client would want for the expert in a calibration session, to see the answers of all the participants in the session before he sends his own evaluation.
2 votes -
Feedback Options
Point Value scorecards have an option to add checkboxes for each score (unable to provide screenshot stating file is not supported - JPEG, PNG, GIF, HTML tried all)
These are a great way to tag behaviors based on the score and help analysts/supervisors see what behavior lead to that particular score. However, these checkboxes are not trackable in reporting and does not export easily to track these behaviors.2 votes
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