304 results found
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Evaluate the Analyst Dispute feature
Can we have a Dispute functionality enabled for the Evaluate the Analyst workloads? This would help the Analyst to Dispute their evaluation with the evaluator and seek for score change.
16 votes -
Reports flexibility and schedule export
It would be wonderful if we could have to ability to have more customization to build our own reports and export them on a schedule. Our analyst team struggles to properly analyze the data from QA because the data points are spread across many different reports. For instance, our analysts award a badge on a weekly basis. To figure who has won the badge for the week, we have to go to reports>agents, then look through every agent, one agent at a time to find the highest score. We should just be able to look at one page with all…
14 votes -
Track evaluated and skipped agents
Would be nice to have an integrated tracking sheet inside PlayVox. Something where QA can upload names of their agents to a sheet and it could weekly be updated on who was evaluated and who was skipped (due to low resources and holidays). This should be accessible by all QAs for that team (so they can organically split the tasks, cover during holidays).
The workload function has some gaps: covering by other people is complicated, does not track if someone was skipped due to holiday or sickness.
An integrated Excel sheet system with a weekly view of some kind would…14 votes -
Dispute add time frame for arbitrator to review
Set a rule for arbitrators to have an specific amount of days to review an open dispute
14 votes -
Scorecard dynamic questions
Branch questions inside scorecards
*Dependent questions on quality forms *
14 votes -
Advanced Dispute Reporting
Currently, the information from the dispute export is fairly limited. Being able to export data such as which question(s) were disputed would be helpful in seeing trends with agents or evaluators. This way, we can see if it is a specific question that an agent or evaluator may have a misunderstanding of, or if there are other factors that may affect a certain question being disputed more frequently than others.
12 votes -
Level 2 Dispute
It would be good if agents can make an appeal or can still comment after a dispute has been resolved.
There are instances that agents still have concerns or questions after their disputes get resolved but there is no way for them or evaluators to re-open the cases.
12 votes -
Show Evaluation info inside Dispute
Would like to be able to view the evaluation that came from the dispute within the same tab itself in order to recall the interaction versus having to open another tab and toggle between both.
12 votes -
Ability to dispute Evaluation Reviews
There should be the ability for our evaluators to challenge evaluation reviews, similar to how agents can dispute evaluations.
11 votesHi there!
Thank you for sharing your ideas with us!
Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.
Thanks for being a valuable part of our community.
Karina from Product
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Manual agent assignment in workloads
It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).
10 votes -
Pull reports on evaluation time, average time, time per analyst.
We can export evaluations from the quality tab which also exports the evaluation time however this is not formatted in a way that we can easily see the average evaluation time per analyst. This is really important when you have a whole team of analysts and need to see some clarity on how they manage their time especially if not meeting their workloads.
10 votes -
Ability to dispute the feedback options selected in the audit
We can currently dispute scores, which is great, but we rely heavily on the Feedback Options for our reporting to understand what went wrong.
We also report on this level of error per advisor in many markets, and this means we get disputes that don't necessarily impact the score, but impact the feedback options selected.
Currently we can't accept a dispute to change only the feedback options, we have to change the score.
So this means we currently 'reject' the dispute - which is misleading, and then manually edit the original audit so the reporting data is correct.
Ideally we…
9 votes -
Ability to Create Quality Forms (Scorecard) Without Scores
Currently, we can't perform quality checks in Playvox without assigning scores. However, our quality process doesn't involve scoring agents; we focus on capturing criteria without emphasizing scores. It would be great if Playvox could support this by allowing assessments without associated scores, making it easier to align with our approach and minimizing disruptions.
9 votes -
New Custom Field Report
Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.
*Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage
9 votes -
9 votes
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Ability to Adjust Dispute Notifications
Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.
8 votes -
Score Breakdown in Evaluation Notification
We currently have 2 questions that zero the scorecard, but agents are finding this very demotivating and the 0% score overrides all the good they have achieved in the other 10 questions.
Would it be possible to present the score in the notification email, and within Playvox, broken down into 2 parts?
e.g.
Your quality score (Q1-10) is 80%
Your compliance score is 0%
Your overall score is 0%Your quality score (Q1-10) is 95%
Your compliance score is N/a
Your overall score is 95%8 votes -
Use different term than "Rejected"
Our quality is heavily soft skill focused, and the Red "Rejected" notice is not ideal. I wonder if a different term could be used instead. Even "Denied" or "No changes warranted" might be less abrasive. Also, maybe a different color than red?
8 votes -
Blind Audits
Hide the name of the agent during the Evaluation process, as this will reduce the bias between Monitor and Agent.
8 votes -
Connect Coaching to Disputes
To be able to do a coaching session on specific disputes while in the dispute process. This will allow the arbitrator or admin to be able to discuss more quickly the specific issue or dispute that occurred.
8 votes
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