310 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 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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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 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

   7 votes

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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

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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 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. 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.

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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

7. 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.

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8. 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 when reviewing our reports. These tags include contact reasons, inbound or outbound interactions, contact method, task type, etc.

   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… more

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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

9. 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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10. 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

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11. 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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12. 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

    •  

    3 votes

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13. 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

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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

14. 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

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15. Ability to identify the origin of completed evaluations - the ability to check if the completed case is from a workload or not.

    In the evaluation tab, it would be incredibly useful to have a feature that identifies whether a completed evaluation originated from an assigned workload or from the interaction tab. Currently, there is no clear way to determine where the evaluation was initially triggered, which can lead to confusion and difficulty in tracking the source of evaluations.

    Implementing a feature that tags or highlights the origin of the evaluation—whether it came from a workload or directly from the interaction tab—would enhance clarity and improve the management of evaluations. This would provide evaluators and managers with better insights and allow for more accurate reporting and analysis of evaluation sources.

    In the evaluation tab, it would be incredibly useful to have a feature that identifies whether a completed evaluation originated from an assigned workload or from the interaction tab. Currently, there is no clear way to determine where the evaluation was initially triggered, which can lead to confusion and difficulty in tracking the source of evaluations.

    Implementing a feature that tags or highlights the origin of the evaluation—whether it came from a workload or directly from the interaction tab—would enhance clarity and improve the management of evaluations. This would provide evaluators and managers with better insights and allow for more… more

    2 votes

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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

16. Hierarchy - Multi-Site Functionality - the amalgamation of multiple instances into one.

    The addition of an additional permission tier that will allow the amalgamation of multiple instances into one. This will allow reporting at an enterprise level, as we do not utilize any of the current reporting because it is site/instance-specific.

    Brief specifications on how we would like the multi-site functionality to work -

    Permission Tier:
    Sits above the current "Team" level, consolidating multiple Teams.
    Users with Group-level access can manage and compare data across all Teams within the Group.

    Consolidated Reporting:
    Enables reporting across different instances/sites, allowing enterprise-level analytics.
    Group-level users can generate reports that compare performance across Teams and instances.

    Hierarchical Structure:
    Group > Teams > Agents: Groups contain multiple Teams; each Team contains multiple Agents.
    Flexible structure for organizing Teams based on partners, clients, or other needs.

    Role-Based Access Control:
    New roles specific to the Group level (e.g., Group Manager) with appropriate permissions.

    Centralized Dashboard:
    A dashboard for Group-level management, with customizable views and reports.

    Enterprise-Level Reporting:
    Ability to generate and compare enterprise-level reports across Groups and instances.

    The addition of an additional permission tier that will allow the amalgamation of multiple instances into one. This will allow reporting at an enterprise level, as we do not utilize any of the current reporting because it is site/instance-specific.

    Brief specifications on how we would like the multi-site functionality to work -

    Permission Tier:
    Sits above the current "Team" level, consolidating multiple Teams.
    Users with Group-level access can manage and compare data across all Teams within the Group.

    Consolidated Reporting:
    Enables reporting across different instances/sites, allowing enterprise-level analytics.
    Group-level users can generate reports that compare performance across Teams and instances.

    … more

    2 votes

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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

17. 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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18. Multiple Helpshift integration flags

    Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same set of advisors from the multiple Helpshift instances.

    Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same… more

    1 vote

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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

19. 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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20. 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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