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Improvements to our Quality product

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4 results found

  1. Ability to archive scorecards without impacting Calibrations / ATA

    If we archive scorecards, then Playvox doesn't allow Calibrations / ATA to be completed for evaluations completed using the archived scorecard. This means when we revamp scorecards, QAs will see both old and new scorecards when creating an evaluation. To only show one, we have to create a complete separate team.

    3 votes

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    Prioritized  ·  0 comments  ·  Scorecards  ·  Admin →
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  2. Reviews Scorecards: Add tool tip ("?") functionality

    Tool tip functionality in the Scorecard: this can be set up in other Scorecards, but the tooltip icon (“?”) doesn’t appear in the Review scorecard.

    2 votes

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    Prioritized  ·  1 comment  ·  Scorecards  ·  Admin →
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  3. "Live" workloads, not looking at past interactions

    Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't

    4 votes

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    Prioritized  ·  1 comment  ·  Workloads  ·  Admin →
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  4. Reports filtered by integrations meta-data

    Allow to use specific meta-data as filter for report views

    ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también

    REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?

    Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a…

    6 votes

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    0 comments  ·  Reports  ·  Admin →
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