57 results found
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Export Scorecard in PDF format
Have the ability to view and export the scorecard in a pdf format and print it. This is useful for meetings and for employee training sessions.
Adding an edit18 votesHello! I'm happy to announce that yesterday we release the new scorecard option to export to PDF!
You can read more here: https://help.playvox.com/hc/en-us/articles/5480596108051-Managing-Scorecards#h_01GF3S32F8M7RC634E5Y51FDMJ
Regards!
Ari from Playvox Product Management
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Remove inactive agents from workload
If the agents are deactivated after the workload runs, the assigned evaluations for the agent still remains in QAs queue. However, QAs cannot evaluate the agent because the agent is inactive.
16 votesHey!
I'm excited to announce that this feature has been completed and released!
If enabled under the Quality settings, the interactions associated with deactivated agents will be removed from any active workload assignment!
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Evaluate the Analyst workload feature
When we assign the ETA workload, it first takes us to the calibration and then to the review screen. Could we have a disability feature to opt for the calibration or not in the workloads and that should directly take us to the review screen?
Can we have this feature enabled for the Evaluate the Analyst workloads?
15 votesHey,
I'm happy to share that this idea has been completed and has been released in today's Customer Release.
I'd love to hear your thoughts on it!
- Pauli :)
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Dispute notification to agents when closed
We would like to request that similar to agents receiving notifications in their email when n evaluation was done, dispute should also send email notification to email addresses of all respective stakholders.
15 votes -
Marking evaluations that have received coaching
Marking evaluations that have received coaching. When a coach has selected an evaluation for Quality coaching, it should show in the Evaluation overview next to QA Creation date adding a Coaching date. This would help identifying if all critical quality coaching has been done and if it was done on time. As we are working with COPC guidelines, it would be very important to have a fast overview if all failed QAs have been coached on time.
15 votesHello!
We have good news. This was recently released.
You can check it out in the Evaluations section.
Regards,
Ari from Product Management.
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Create Calibration Groups
We run weekly calibrations with multiple teams of auditors (sometimes up to 28 people)
Manually adding each participant every week is very time consuming. Is there anyway we could create a calibration group with a set list of participants that we can create a new cali-b for, or an easy way to add participants as I've tested copying and pasting in names as a list and that doesn't work, I have to add them one by one.
As we calibrate with the same groups of people week in and week out, this would be a valuable tool for us across…14 votesHello,
I'm happy to announce that the first version of the calibration lists has been released. You can check more in the following help center article: https://help.playvox.com/hc/en-us/articles/5449709863827-Quality-Calibrations#h_01GVG8DG2VTRGNYWX2AAFVM8EY
Regards,
Ari from Product Management
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option of deleting disputes from specific roles.
The client would like to disable the option of deleting disputes from specific roles.
14 votesHello!
Today we have released the "Delete Dispute permission" in Roles management. You can check more here: https://updates.playvox.com/en/youll-fall-head-over-heels-for-these-new-features
Regards,
Ari
Playvox Product Manager
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Export option on Reviews
Currently, there is no way to download/export the submitted reviews. We would like to have this enhancement to analyze the re-auditor findings in more detail.
14 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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Workload: To move evaluations from one analyst to another
When there are multiple analysts assigned to a workload, it would be great to have the ability to swap or relinquish an evaluation for a particular employee to another analyst. The purpose would be to eliminate potential bias, in the event that the analyst is the agent's direct manager or if there is a conflict between those parties that could lead to an assumption of bias.
14 votesHello!
I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/
Ari (Product Manager) from Playvox
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Workload analyst improve navigation flow when evaluating
I would like for there to be a feature where once you have started a workload and finished your first evaluation, it automatically goes to the next evaluation in the workload.
Currently, once I finish with an evaluation, I have to go back to the workload and start a new evaluation which creates unnecessary steps and has proven to be inefficient for my workflow.13 votesHey!
I'm excited to announce that this feature has been completed and released!
Now you'll be able to efficiently evaluate tickets within a workload assignment, reducing time, effort, and clicks while completing this process!
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Workload evaluate interactions with multiple agents
One of them is related to the possibility of changing the ticket agent, I mean, the ticket was transferred from one agent to another and the analyst is able to decide who shall be evaluated. Please see below the link to the recording. As the meeting was in Spanish, it will be ok to understand what they are asking
"Hey Juan -- in the workload feature, it seems that very often the agent that Playvox is automatically determining to be the owner is in fact not the agent that we would like to evaluate. Is it possible to manually change the…
9 votes -
Ability to have same interaction assigned to multiple workloads simultaneously
Currently two same interactions will ever be assigned to different workload requests - which makes cross analysis/deep dives not possible. It also limits the sample size (workloads overlapping).
8 votes🎉 Exciting News! 🚀
We are delighted to announce that this idea has been completed and released. 🌟 Please give the new feature a try and let us know how it works for you.
🙌 We are eager to hear your thoughts and feedback! Your input is invaluable in making Playvox even better.
💬Here you can find more information on how this feature will work: https://help.playvox.com/hc/en-us/articles/5449370968339-Creating-Workloads-Evaluate-the-Agent
Thank you for being a part of our community! 😊
Karina from Product
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Time to Submit a dispute - currently this only restricts when they can START a dispute, and they can in fact submit a dispute at anytime
We currently have a 7 day period set for advisors to raise a dispute on an evaluation. We were given the understanding that the facility within Playvox allows us to control the submission of disputes automatically.
However we have since discovered that the restriction only applies to the advisor starting the dispute within the evaluation and not when they submit it.
If started within the 7 days, they can in fact then submit it whenever they wish, meaning we are getting disputes submitted weeks and months after the audit was created.
This seems to make the function redundant as we…
8 votesHello!
This was part of our August Release. You can check more here: https://updates.playvox.com
Regards,
Ari from Playvox Product
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Remove incomplete workload assignments
Instead of reassigning outstanding workload assignments, have the ability for the admin/TL to remove the incomplete workload assignments so the analyst can move onto the new assignment.
6 votesHey!
I'm excited to announce that this feature has been completed and released!
When managing a workload from the details screen, you'll be able to remove the interactions that have not been evaluated by a specific analyst. Make sure you explain the reason why you're doing so, and this record will be available in the workload's log.
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Reports per team
Reports per team should allow drilling down into the actual evaluations, as this is set for Reports per agent. In order to look at the actual evaluations filtered by team trends, we have to export the raw data.
6 votesHey!
I'm excited to announce that this feature has been completed and released!
When navigating the team report within the new quality reports experience you will be able to drill down from each of the report's graphs to the evaluations considered in the sample.
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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archive vs deleting workloads
Ability to archive workloads vs deleting to have the historical data from them and also to reactivate them if needed in the future
6 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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change the time on the workload
The client wants to be able to change the time on the workload for an earlier one.
6 votesHello!
We have good news. This was recently released.
You can check it out in the Workloads section.
Regards,
Ari from Product Management.
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Adding workload deadline tab for Analyst.
It would be great if we can have a deadline tab for the workload list to filter the workloads and re-arrange the workload list depending deadline date.
6 votesHello!
I'm happy to share that this idea has been completed and released in today's customer release.
I'd love to hear your thoughts on it!
Pauli :)
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Making adding a comment when skipping an interaction optional
We can create skipping categories in settings, but analysts still need to add a comment when skipping an interaction, this is an extra unnecessary step when you have the quantitative data from the categories you set. Having the option to remove this as mandatory in settings would be ideal for each client to personalise as needed.
6 votesHello!
I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/
Ari (Product Manager) from Playvox
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Ability to grade any interaction in a ticket
Currently, PlayVox is set up to only allow us to grade the last interaction on a ticket when a workload is sent. For example, for agent "Joe Smith," a workload will only look for tickets where "Joe Smith" was the last one to touch the ticket.
It would be great to be able to grade other interactions in the ticket as well, such as in the beginning or the middle, and have PlayVox assign those as part of a workload. I would want our QC team to have the ability to grade tickets where "Joe Smith" interacted with a customer…
5 votes
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