Annotation Feature within Evaluations
Looking for a feature to allow for analysts to highlight a sentence or phrase within a transcript and create a comment out of that.
For example, we see in the transcript the agent said, "I don't think you reached out to us in time to get a refund". The analyst can highlight that sentence and provide targeted feedback such as "When denying a customer a refund, approach the customer with a concise and direct statement so they know what the expectation is moving forward."
Carlos Vargas
shared this idea
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Carlos Vargas
commented
Thank you Paulina! I didn't realize Playvox already had this since I don't have my CRM integrated yet with my instance. Thanks for the link and we should be getting integrated soon :)
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Hey Carlos,
This feature is now available when evaluating an interaction!
If the "Allow to highlight text in tickets for feedback" option in enabled in settings > quality > general, you'll be able to highlight and comment on any of the interaction's phrases!
Also, here's the documentation that might help as well :)
https://help.playvox.com/hc/en-us/articles/5449316794771-Highlights-FeatureLet me know if this feature fits what you need!
Regards,
Pauli :)
