305 results found

1. Ability to dispute Evaluation Reviews

   There should be the ability for our evaluators to challenge evaluation reviews, similar to how agents can dispute evaluations.

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi 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

2. 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 would love to be able to update the feedback options selected within a dispute. So an accepted dispute doesn't require you to change the score.

   An alternative solution could be to have the option to have 3 'decisions' available. Accept & reject as we do currently, and then another option, such as 'Accept - Feedback only', or maybe just 'Other' (as I've seen other requests for more options so that would cover all different business requirements) This would mean we could track these auditing errors in the same way we can errors in scoring.

   Errors with Feedback options have just as much importance to our business as errors with scoring.

   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… more

   9 votes

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3. New Report Tab update missing some of the basics

   We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.

   We have noticed that it is missing some of the basic insights like:
   • Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
   • Being able to select more than one Agent, Team, and Scorecards

   We also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under their role permissions to adjust this and give them full access to all types of reports.

   We think the new insights are helpful and love the new graphics, tables, and figures we get out of this new set up on the Reporting tab in Playvox.

   We have noticed that it is missing some of the basic insights like:
   • Seeing the individual evaluations rather than just the amount of evaluations and being able to click on them to open up and review them.
   • Being able to select more than one Agent, Team, and Scorecards

   We also noticed that our Team Lead role doesn't have access to the Scorecard report option. I couldn't see anything under… more

   6 votes

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4. Improve Reviews function under Quality: Format feedback and comments

   Reviews functions under Quality (Review the reviewer/analyst):
   2. 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.

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5. Share dispute results with the analyst when a dispute is accepted

   As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.

   The method by which the results are shared could be:
   - An email
   - A coaching session that is triggered by an automatically accepted dispute
   - A coaching session associated with the dispute that is created manually

   If you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with the analyst.

   As the QA manager, I want to share the outcome of accepted disputes with the analyst whose evaluation was disputed so that the analyst can receive information that will enable him/her to improve his/her personal evaluation process.

   The method by which the results are shared could be:
   - An email
   - A coaching session that is triggered by an automatically accepted dispute
   - A coaching session associated with the dispute that is created manually

   If you see this idea and feel an affinity with it, please leave in the comments how you would like to share the dispute results with… more

   5 votes

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6. Possibility to hide evaluations from the Agents

   We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.

   I know we have the option when doing an evaluation to mark if we want to send the notification to agent or not. So our request is more or less similar to this, but not only that we don´t want them to receive the notification (in this case, if they go to their profile, they will see though the evaluation), but we also want to hide some evaluations and to be visible only for the Analyst, Team Leader, Admin or Super Admin roles.

   We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.

   I know we have the option when doing an evaluation to mark if we want to send the notification to agent… more

   6 votes

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7. Select multiple angents in the agent report and multiple teams in the team report

   I'd like to select multiple agents in the new agent report and multiple teams in the team report.
   I'd like to compare the selected items whenever I need to.

   3 votes

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8. Option to hide/omit evaluation result percentages, colors, answer scoring scale.

   There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.

   The colors, section percentage score, question number score are distracting and confusing to the end users.

   The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.

   Our business use case is some questions are binary options and others are 3 option multiple choice (exceed expectations, meet expectations, below expectations).

   Meet expectations is a doing your job for us and is the expected standard, but doing your job will look like you are failing because the color report 'yellow' and the percentage will be 67%. Showing a score, the staff person focuses on the weighting of the numbers instead of the result they performed at and then intent of the KPI the question is checking against.

   There needs to be an option to hide this from the results for a more direct communication of the result achieved on the question.

   This is a critical priority item for us.

   There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.

   The colors, section percentage score, question number score are distracting and confusing to the end users.

   The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.

   Our business use case… more

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   3 votes

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9. Hide questions marked N/A to the agent in the evaluation result page

   We don't want to show the questions marked with N/A to agents on the Evaluations results page. So there's less noise on the page.

   2 votes

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10. Add a confirmation button

    It would be great to add a second confirmation button that must be acknowledged/clicked before any calibration is officially submitted, rather than just clicking "Send Evaluation" and it is sent right away.

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11. I'd like to see all agents accross all teams and their performancea in the Overview Report

    In the overview report, I'd like to see all agents across all teams and their main KPIs.
    Also, I'd like to export this information, not just from the agents displayed in the graph but the entire list.

    2 votes

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12. Custom Fields on Calibration

    We would like to have the option to include custom fields when creating a Calibration (For example, including a textbox where we can include the Week number to easily filter those calibration sessions), and then they can be displayed on the Calibration details (under summary).

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13. Disputes: N/A option in the dispute validity in addition to accept and reject

    Have a N/A option in the dispute validity in addition to accept and reject. This option should apply when the dispute had to be nullified since it was a gray area and the dispute wasn't valid for either of the stakeholders involved.

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14. Display interaction name and date in the evaluation list

    Hi Team,

    In the current evaluations tab, the headers are not sufficient for our users to identify the characteristics of those evaluations. We need more information on this tab. So far, there are filters for the custom header fields we created for the scorecard, but it is not convenient for users as every single time, they need extra steps to find a particular interaction.

    For example, can we display the interaction date, interaction name, and some other variables there according to the metadata we want to see by default?

    Another option is for Playvox to capture the metadate of the interactions we evaluated.
    I.e. in the header of the list of evaluations, key metadata are also displayed for our users visibility when checking their specific evaluations, such as messaging session name(MIAW chat), or case number(Email case), Phone Call Name(Voice), interaction date, country.
    Use case:
    Easier for check a specific evaluation’s performance after applying certain filters. For instand, when filter by channe > chat, we can see all the chats evaluated, but we can’t identify which is which. (In the header, there is a # and interaction ID, however those are not what we are familiar with)

    Hi Team,

    In the current evaluations tab, the headers are not sufficient for our users to identify the characteristics of those evaluations. We need more information on this tab. So far, there are filters for the custom header fields we created for the scorecard, but it is not convenient for users as every single time, they need extra steps to find a particular interaction.

    For example, can we display the interaction date, interaction name, and some other variables there according to the metadata we want to see by default?

    Another option is for Playvox to capture the metadate of the… more

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi!

    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

15. Filter using Satisfaction Date

    Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.

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16. Add indicator how many interactions there are when apply a filter (or without filter)

    Hi Team, we noticed that if there are multiple pages in the interaction page, each page contains 50 interactions. However it is inconvenient to count if the page is not full, or if there's only one page of interactions when some filters applied.
    Could you add the numbers there at the bottom of the interactions page?

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17. Automatic subscriptions

    Hello!
    The suggestion is that the system allows you to program automatic (mass) subscriptions to evaluations without any comments and with 100% scores.

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18. Ability to remove the 'Feedback Section' comment box

    We would like to be able to remove the Feedback section comments box, highlighted in red in the image attached, from the scorecard. (NOT the Question comment box, highlighted in green)

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19. 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.

    8 votes

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20. Have an CTA in the feedback

    I want to suggest to add a call to action button in the notification sent out for an evaluated case when there is an urgent rectification required in the case that was evaluated.

    Majority of the times when we observe an error, based on the nature of the error we need to suggest to the specialist that they must revisit the case and make the correction based on the feedback.
    However, presently there is no way a specialist/supervisor can distinguish between feedbacks unless the analyst sends a separate notification for that on another platform.

    Some kind of identifier in the feedback for such critical error feedbacks will help the agent prioritise going through those and make the corrections which would ultimately help the client.

    I want to suggest to add a call to action button in the notification sent out for an evaluated case when there is an urgent rectification required in the case that was evaluated.

    Majority of the times when we observe an error, based on the nature of the error we need to suggest to the specialist that they must revisit the case and make the correction based on the feedback.
    However, presently there is no way a specialist/supervisor can distinguish between feedbacks unless the analyst sends a separate notification for that on another platform.

    Some kind of identifier in the… more

    1 vote

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