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  1. Hidden/Internal Feedback Summary/Custom Fields

    It would be awesome to have the option of a separate/hidden feedback sections within scorecards only visible to analysts/teamleads/etc. The use for this would/could be:

    A. Tagging Teamleads in order to highlight specific concerns, etc. without the agent seeing our comments.

    B. Easier tracking of specific trends or issues. Example: using either a text summary OR checkboxes/dropdown menus, etc.., one could select/mention what the key areas in need of feedback are.

    1 vote

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  2. In the "review the analyst" scorecard, allow weighting on the scorecard.
    Currently, there is no way to set the weight and when comparing evaluations the score does not match when completed. This leads to questions from analysts why the score does not match when the evaluation questions do match.

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  3. There is no option on a review scorecard to have a scale score (eg. 0-5) only 'points'. There are questions that need to be marked on a scale.

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  4. Much like the description line underneath each criteria question, to be able to add the marking guide of what is considered 'Achieved' or 'not achieved' for agents to see what we look for / consider when reviewing. We currently have these in word docs but it would be great to have these in PV.

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  5. It would be beneficial to add a text box field on a scorecard in which formatting is allowed for the text. This would be helpful to create a checklist/task to perform for certain questions.

    The question description field currently in place in Playvox, does not allow us to edit the format for the text body.

    1 vote

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