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  1. 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.

    17 votes

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    Acknowleged  ·  4 comments  ·  Disputes  ·  Admin →
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  2. 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.

    5 votes

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  3. Monthly, the case reason data is necessary for reporting for the following reasons:

    (1) Determine which case reasons are Met and Not Met %.
    (2) Have visibility on the count and types of evaluated case reasons.
    (3) Know the specific areas for improvement by case reasons that our agents needed for a refresher/training, and coaching.

    **The custom field feature in Playvox does not generate the above-mentioned data report we needed. We are looking forward to the generation of this "feature" option so that we can eliminate manual tracking and report data seamlessly and quickly.

    2 votes

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  4. We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.

    4 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  5. Create a standalone review which is not tied to one specific evaluation.

    A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.

    This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.

    We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…

    3 votes

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  6. 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

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    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  7. Include the GIF capability in the Evaluation Comment section, next to the upload files and emoji insert.

    1 vote

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  8. Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.

    1 vote

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  9. Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).

    1 vote

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  10. We need to include some function/button where the analyst himself can request the system to generate an extra load, so that when he finishes the workload before the pre-established time, he can autonomously add an extra load for himself to work on it.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  11. I'm loving the new layout and ability to edit the list of the main Calibration page but it would be great if the edits made to the column size were saved so if we leave the page and come back the changes remain.

    Additionally, saving specific filters on any page (reports, workloads, calibrations ... etc) would be helpful.

    Can we also bring back the option to 'open in a new tab' when right clicking the view button on calibrations.

    1 vote

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  12. In some cases we no longer need specific custom field or an option in it.
    as it has no affect to the scorecard scoring, it would be nice to have an option to archive whole CF or a selection of the CF if the information is outdated.
    now if we need to do such change we need to archive scorecard in all pages + launch a new one. It's rather time consuming task to perform for a minor change

    1 vote

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  13. Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.

    2 votes

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  14. When we review a conversation, we click the “General Info” tab, and then click “Conversation”, but the conversation goes back to the beginning and not where we left it.

    As a team, we believe it would be nice for the conversation to stay where we left it, just to avoid scrolling a bit more.

    1 vote

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  15. For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.

    1 vote

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  16. When performing a quality evaluation in Playvox, an alphanumeric Interactions ID is generated in scorecards. This deviation from the uniformity of Salesforce Case Numbers complicates the process of identifying the corresponding case in Salesforce. The use of the Case Number as a distinct identifier, prominently featured in all quality evaluation scorecards, is suggested to streamline and enhance the efficiency of the process. Can we expect to have this change implemented quickly?
    For reference, I can give you the ticket I have with the Playvox team - #28210

    1 vote

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  17. Hi PlayVox Team,

    We want to request to have an additional column for the agent name under Calibrations. The addition of the filter will make it easier for team leaders and quality assurance personnel to identify which agents have already undergone calibration quickly.

    Hoping to add this feature on PlayVox

    1 vote

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  18. After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.

    include columns for start and end dates, as well as the reason for the absence.

    4 votes

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  19. My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.

    What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.

    I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks

    2 votes

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  20. The ability to increase the number of users in calibrations, up to 500, through an upload feature. Currently, users have to be manually and individually selected.

    2 votes

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