84 results found
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Workload connected to multiple filters
We need to discover how choosing more than one filter will work with the sampling
Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.
Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.
Two parts.…
28 votes -
Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
21 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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When a dispute is submitted an email should be sent to the supervisor/team leader or others that have permissions.
When a dispute is submitted there is no notification via email to the valid parties and sometimes they are missed.
I think an email should be sent to the Analyst's Team Leader to prevent disputes being missed.
19 votesHey!
I'm excited to announce that this feature has been completed and released!
If the "Notify leam leader when a dispute is submitted" option is enabled within the Playvox settings, the agent's team leader will receive both, a Playvox notification and an email informing them about this action.
Please let me know your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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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 -
Workload Open Queue
Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.
A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.
Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.
Users would be able to see which analysts completed evaluations and…
15 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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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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Ability to set a fixed number in a workload to analyst's distribution.
Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.
13 votes -
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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Improve the sign container of evaluations
Could we add a bigger button to sign the evaluations? We have many agents complaining that they can't find the signature option when looking at their scorecard. The little check box is not obvious enough for them.
13 votes🎉 Exciting News! 🚀
🌟 We've renovated the user experience for signing evaluations.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
Karina from Product
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Calibration score based on complete evaluations in a calibration session
Currently, Playvox gives a 0% score for an evaluation that was not completed due to missing the deadline. The 0% is counting towards the calibration final score, even though there are many other completed ones.
We would like an enhancement to just take completed evaluations in a calibration session into account to generate the score.11 votes🎉 Exciting News! 🚀
🌟 This idea has been completed and released.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
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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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Disputes be dated from the date they were submitted and not the original evaluation date
Someone else mentioned below regarding the timeframe to start a dispute. I wanted to also include an enhancement regarding how disputes are dated. Currently I'm running into the issue of missing disputes - I'm not sure when they were submitted AND recent disputes are not being shown week over week because they're dated based on the evaluation date and not when the dispute was submitted. This has been an issue with keeping up with disputes and missing them months later. This has metrics impact with updating data from prior months.
8 votes🎉 Exciting News! 🚀
🌟 This idea has been completed and released. From now on, it will be possible to better identify the date by which you are filtering disputes and you will also be able to filter them by the date of creation or submission.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
Karina from Product
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