3 results found

1. Auto-capture metadata for interactions in the evaluation stage

   Hi team,

   We need the system to be able to auto-fill some of the objects that are listed in the "Info" of an interaction, so we don't have to manually fill them in the scorecard every time we perform an audit.
   This is important as it helps reduce the users' manual input for all evaluations and can significantly save their time considering the total amount of evaluations they do in a month.

   The info contains original data from an interaction that we pushed to Playvox, and the evaluation form has the same or similar names in the custom fields to capture those info for reporting purposes.

   Hi team,

   We need the system to be able to auto-fill some of the objects that are listed in the "Info" of an interaction, so we don't have to manually fill them in the scorecard every time we perform an audit.
   This is important as it helps reduce the users' manual input for all evaluations and can significantly save their time considering the total amount of evaluations they do in a month.

   The info contains original data from an interaction that we pushed to Playvox, and the evaluation form has the same or similar names in the custom fields to… more

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   1 vote

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   0 comments  ·  Evaluations  ·  Delete…  ·  Admin →
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   Planned  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Exciting news! 🎉

   Your idea is now officially on our 2025 Q3 roadmap.

   We’re thrilled to bring your vision to life and deeply value your contribution.

   Stay tuned for updates as we make it happen! 😊

   Karina from Product

2. Reporting trends

   Report dashboard that can be filtered by agent, by scorecard type, by team, etc. that will show the trend per section, trend by questions, etc. and at the same time include the evaluation comment for each occurrences. Rather than going back to the actual evaluation to review them individually.

   18 votes

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   Planned  ·  2 comments  ·  Reports  ·  Delete…  ·  Admin →
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3. Reports filtered by integrations meta-data

   Allow to use specific meta-data as filter for report views

   ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también

   REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?

   Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a positive, negative, or unreturned CSAT score in Zendesk). This would make QA data far more useful and actionable. Currently, QA data is segregated in Playvox and manual exports are required (along with a lot of work) to meld QA data with other customer service metrics. (This would also be a useful selling point for other companies who may not have internal resources to do their own Google Sheet/Excel analysis of QA and Zendesk data outside the Playvox system.) FRESHLY

   Allow to use specific meta-data as filter for report views

   ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también

   REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?

   Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a… more

   6 votes

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   0 comments  ·  Reports  ·  Delete…  ·  Admin →
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   Planned  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Exciting news! 🎉 Your idea is moving forward!

   A feature to delete an announcement is now officially on our 2025 Q3 roadmap.

   We’re thrilled to bring your vision to life and deeply value your contribution.

   Stay tuned for updates as we make it happen! 😊

   Karina from Product