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Improvements to our Quality product

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6 results found

  1. 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

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    Under Review  ·  0 comments  ·  Workloads  ·  Admin →
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  2. Substitutions for Multiple Analysts

    Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments

    19 votes

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    Under Review  ·  1 comment  ·  Workloads  ·  Admin →
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  3. 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.

    10 votes

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    Under Review  ·  2 comments  ·  Calibrations  ·  Admin →
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  4. Set call duration between two times, for example between 30-360 seconds if we want to target shorter calls but weed out voicemail

    5 votes

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    Under Review  ·  5 comments  ·  Filters  ·  Admin →
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  5. Target specific conversation types or user queries for QA evaluations

    I want to be able to target specific conversation types or user queries for evaluations. I.e. Feature requests/user feedback, bug reports, refunds, subscription failures so we can take a deeper dive into evaluating these conversations. This will help us learn how to improve our customer service and better understand our customers.

    3 votes

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    Under Review  ·  2 comments  ·  Filters  ·  Admin →
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  6. Disputes report

    Disputes - Report on Trends

    On Disputes report, show Original and New Score

    In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
    If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
    It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a…

    8 votes

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    Under Review  ·  0 comments  ·  Disputes  ·  Admin →
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