Report and Filter Use Case by Case Reasons
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.
Vanessa Gonzales
shared this idea
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Yiling Liu
commented
I strongly agree with adding more filters for the evaluations suggested by the user above.
Periodically, we tend to check specific type of evaluations we did for our customer support agents, and it's important to maximize the function in Playvox, without the need exporting data and then use traditional excel sheet/google sheet to check them, it will defeat the purpose of using Playvox as our QM solution.
Please consider prioritizing the development of this feature. Thanks a million!