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Improvements to our Quality product

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302 results found

  1. 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…

    9 votes
    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
    How important is this to you?

  2. 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…

    8 votes
    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  3. Users to Notify

    I just need your support regarding the "users to notify" option as I used to select 23 users for each evaluation. if we can make it easier t

    2 votes
    1 comment  ·  Evaluations  ·  Admin →
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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  4. Improve Usability of Quality Reporting Feature

    Currently, when navigating to Quality > Reports > Quality Overview > Evaluations Performance widget, there’s no option to see the percentage of evaluations signed.

    Having the signed percentage displayed alongside Agents evaluated and Evaluations completed would provide a clearer and more actionable view of the data, especially when analyzing trends or comparing across teams.

    It is possible to see the percentage of evaluations signed when hovering over the graph on the Performance over time widget. But it's only possible to see this at a weekly interval, without the option to change this to another timeframe, regardless of the date filters…

    1 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  5. Add "Select team" option for Interaction filters.

    Currently, when viewing interactions for a filter created, there's an option for "Select user" to pull interactions from the filter for a specific user in Playvox. It would make sense to also have one for teams set up in Playvox as well.

    1 vote
    0 comments  ·  Interactions  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  6. Skipped Evaluation Reporting and Exporting

    It would be highly beneficial to introduce a feature that allows the identification, reporting, and exporting of skipped evaluations. Currently, if an evaluation is skipped, there is no straightforward way to track or understand the reasons behind it.

    By implementing a system that records when an evaluation is skipped and allows managers and analysts to generate reports or export this data, they can gain valuable insights into patterns or issues that may be causing evaluations to be skipped. This feature would enhance the overall evaluation process by providing transparency and enabling better decision-making.

    4 votes
    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
    How important is this to you?

  7. Option to Skip interaction in Workloads using multiple filters

    As an analyst, I want to have access to the option to Skip interactions when a workload is created using multiple filters.

    2 votes
    1 comment  ·  Workloads  ·  Admin →
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  8. Edit Labeling

    Unable to archive or delete Skip Categories, Calibration categories, Dispute categories. It has the option to delete, but that's only if you've never used the category before. If you can please provide a way where it's no longer visible that would be beneficial for the organization.

    Also being able to either delete or edit "lists" for calibrations

    1 vote
    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

  9. 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.

    1 vote
    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

  10. 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…

    5 votes
    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
    How important is this to you?

  11. Ability to update super admin roles without support tickets

    The ability to update a Super Admin role directly within the platform without needing to raise a support ticket. This enhancement would allow for quicker and more efficient management of Super Admin roles.

    To ensure security, a check should be implemented to confirm that there is at least one active Super Admin before allowing any changes. This is particularly important when the site owner, who might also be a Super Admin, needs their role updated. Enabling this feature would streamline the process and reduce reliance on support for role management.

    2 votes
    1 comment  ·  Workloads  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  12. Allow Workloads to contain specific rule conditions when allocating audits

    Is it possible to set a rule where one analyst does not get any sampled interactions for one particular agent? Everything should be randomly allocated among all of the QA Analysts however I want to prevent one analyst from rating a specific agent.

    1 vote
    0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

  13. Associate scorecards with specific workloads

    Hello team! I would like to pitch the idea to have the option to "assign" scorecards to specific workloads. Let's say the workload is our "Phone assignment" and I would like to automatically select the "Phone scorecard" for any interactions selected through this assignment. Conversely, the "SMS/Email assignment" can have the "SMS/Email scorecard" auto-selected so analysts don't mistakenly select the wrong scorecard when they are associated with the same teams.

    1 vote
    0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

  14. Contact Reason Reporting

    I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by…

    1 vote
    0 comments  ·  Reports  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  15. Add scorecard rubrics into Playvox

    Our company currently has our rubric living in Google Docs. My idea is for us to move our rubric into Playvox so it is easier for Analysts to use and specialists to review as well. This can function like an LMS platform where after marking someone down in a question, we can easily link to whatever bullet point we need to within a scorecard rubric for specialists to review and understand what part of the rubric this error ties into.

    This product feature could live in its own tab similar to the others "Reports", "Scorecards", "Calibrations", "Reviews", "Disputes", "Rubrics". To…

    1 vote
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  16. 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…

    6 votes
    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
    How important is this to you?

  17. Flexible scoring mechanism

    Hi Team,

    This request is related to the scoring mechanism. In our practice, we use a corresponding rating for a range of scores in our current scorecard, and we would like to have Playvox QM detect the rating according to the total points a particular evaluation gets.

    Here we have attached a screenshot showing how the scoring works for us.

    Thanks, please let us know if it makes sense and if you need more clarification.

    2 votes
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
    How important is this to you?

  18. 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
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
    How important is this to you?

  19. Sign evaluation automatically if X days had pass

    Automatically let Playvox sign the evaluation if 30 days had pass and no dispute is open.

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

  20. Clone Filters

    Clone filters from 1 Playvox instance to multiple instances.

    It will be beneficial to clone filters from 1 Playvox instance to multiple instances.
    Rather than creating filters every time for each instance, it will be helpful if we could clone filters.
    This will save us time and work.

    1 vote
    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
    How important is this to you?
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