Ability to grade any interaction in a ticket
Currently, PlayVox is set up to only allow us to grade the last interaction on a ticket when a workload is sent. For example, for agent "Joe Smith," a workload will only look for tickets where "Joe Smith" was the last one to touch the ticket.
It would be great to be able to grade other interactions in the ticket as well, such as in the beginning or the middle, and have PlayVox assign those as part of a workload. I would want our QC team to have the ability to grade tickets where "Joe Smith" interacted with a customer in the beginning or middle of the ticket, and have PlayVox send workloads based on that.
Ideally, when a workload is sent to grade a particular agent, I would want if that workload pulled interactions from different points in the ticket, and not just interactions where that agent was the last one to touch the ticket.
Darragh Connolly commented
We have agents who consult on tickets and would like to be able to assign a scorecard/evaluation to them rather than the solving agent.
We will need to be able to bring in the workloads tickets from agents that don't necessary closed/solved the ticket, but that they "updated"/ "touched" the ticket at some point.
Tom P commented
This is an important one for our team. I'd like workloads to be able to find tickets based on who touched the tickets, versus who the ticket is assigned to.
Example: We have Tier-1 agents who escalate tickets to Tier-2. After the Tier-2 agent takes the ticket, they become the assigned agent. I'd like the ability for the Tier-1 agent to be evaluated through workloads on this ticket, which isn't currently possible.