70 results found
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Annotation Feature within Evaluations
Looking for a feature to allow for analysts to highlight a sentence or phrase within a transcript and create a comment out of that.
For example, we see in the transcript the agent said, "I don't think you reached out to us in time to get a refund". The analyst can highlight that sentence and provide targeted feedback such as "When denying a customer a refund, approach the customer with a concise and direct statement so they know what the expectation is moving forward."
1 vote -
View evaluations from the Question Report
When reviewing the Question Report, I would like to be able to be taken directly to the audits that had the occurrences in the "Errors and correct answers by" chart. For example, I can click on a link within the pop up window that highlights my top driver in this category and have that take me to a new page that will allow me to see the audit evaluations that were incorrect in this category from the time period that I selected.
1 vote -
Improve Reviews function under Quality
Reviews functions under Quality (Review the reviewer/analyst):
1. No edit option and no draft option: It would be better we can save the Review as a draft to work later. Also, edit option, similar to Evaluations, is helpful in case we need to adjust something on the Reviews after submitting.
3. When composing reviews, there is no option to edit font, highlight, add links, ... even it doesn't have any paragraph break, the review looks messy/untidy. It would be better to have similar format as Evaluations for better organizing and following up.1 vote🎉 Exciting News! 🚀
🌟 It is now possible to save a review as a draft and edit it. Check details here: https://help.playvox.com/hc/en-us/articles/24410375821971-How-to-Start-a-Review
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Regarding the idea of formatting the text given in the feedback, a new idea has been created to process its review: https://playvox.uservoice.com/admin/v3/ideas/48780788
Thank you for being a part of our community! 😊
Karina from Product
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Viewing effectiveness in the agent report
Currently, the agent can only view its effectiveness per scorecard, but it would be very important for it to be able to view its overall effectiveness, that is, a single metric that expresses the effectiveness of all scorecards and all evaluations received.
This way, he will have a better idea of how his overall performance is, and not just based on specific scorecards.
The "super admin" profiles have this view and, currently, we have to share the information manually.2 votes -
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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Five9 Call Link with Metadata & Interaction ID
We would like a deep link created for Five9 phone calls so that we can bring them in as calls and build a channel specific workload.
1 vote🎉 Exciting News! 🚀
This idea has been completed and released.
A deep link for Five9 phone calls is now available in the interaction to redirect the user to the recording in Five9.
Give it a try and let us know how it works for you.
Thank you for being a part of our community!
Karina from Product
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New Quality Reports: problems
New Quality Reports: in the "performance over time" view it appears by week, in the current configuration even if you select the entire month, it does not make the comparison by week (example in the screenshot below).
1 vote -
Workloads: possibility to manage in batch
Workloads: possibility to manage in batch, removing loads from X user that needs to be deactivated in batch.
1 vote -
Second Evaluator Scorecards
Currently, for scorecards with a second evaluator, if the second evaluator is not selected, the evaluation process will encounter a loading delay, followed by a timeout error. Would like a solution so these audits don't get stuck pending.
Ideally, someone can approve all the audits like this that are pending. Also, we'd like to be able to see who the first evaluator picked from the list to be the second evaluator.
1 vote -
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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Ability to edit Evaluation Reviews
Upon submitting an evaluation review, there should be the capability to make edits to it. Currently, if an error is noticed after submitting the review, the only option is to delete it and resubmit a corrected version. However, this results in the original review having already been transmitted through our API call, and when the corrected review is resubmitted, as it has a new ID, this causes both the original and corrected reviews to be stored in our database, leading to inaccurate data.
7 votes🎉 Exciting News! 🚀
Editing a review is now possible.
Give this feature a try and let us know how it works for you.
Thank you for being a part of our community! 😊
Karina from Product
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Notification Email Upon Completing Review
The notification bar is insufficient for informing Analysts that a review has been completed. There are so many notifications that many of our analysts had no idea that they were receiving reviews.
An option to send emails, making it function the same as an analyst completing the marking of a specialist's ticket, would ensure they were aware of the marking they are receiving.4 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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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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Quality Report Export: Time Stamp
We can view the Date and Time stamp under “Date Created” column but when we export the report, there is no entry for the Time Stamp, only the date shows. Please see attached image.
2 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.
Thank you for being a part of our community! 😊
Karina from Product
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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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Dispute Filter: Expired
Add "Expired" status in the Dispute Status Filer.
1 vote -
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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AUTO REMOVAL OF EXPIRED DISPUTES
Currently, if there's an active dispute an agent can't acknowledge an evaluation unless it will be closed or deleted by the arbitrator. However, for expired disputes which are considered not actual disputes the ability or restriction to acknowledge also applies. Meaning even if the status is expired agents are barred from acknowledging it. Hopefully we can lift this restriction and allow agent to acknowledge evaluations with expired disputes. As a workaround, users with admin access or option to delete expired disputes remove it manually so rep can acknowledge it on Playvox. Lifting this option will save effort from both agent…
1 vote -
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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automatic reminders for users to sign evaluations
It would be helpful if TL's/QL's had an option to set automatic reminders for agents to review and sign/dispute their evaluations on Playvox. This would help to reduce the amount of time agents spend forgetting to sign evaluations within the set timeframes, and it would also help to reduce the time spent on sending reminders manually.
By setting up automatic reminders, TL's/QL's can ensure that agents are aware of their evaluations and are prompted to complete them within the required timeframes. This could lead to faster resolution of any issues or concerns that arise, which could improve overall agent performance…
2 votesToday's release include automated workflows where you can create a rule to send notificacions to agents if they haven't sign after x days
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