43 results found
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Adding 'Vertical' and 'Contact reason' of the ticket on top of the scorecard.
In order to be able to get more information from the evaluations report, it would be great to add the specific 'vertical' and 'contact reason' of the ticket that's being evaluated, on the scorecard information (same place where we see the agents name, the TL, interaction number, etc.)
3 votes -
Ability to use Toolbar one question lev (e.g., thick, color, font size etc., especially insert link and upload files).
Unlock the toolbar also for the comment fields at individual questions of the scorecard. The toolbar in the summary is really cool. The functions would also be handy in the individual comments to make them more organized. We give most of our feedback on question level and would therefore benefit a lot from the toolbar.
4 votes -
Ability to force comments when the answer is negative/error.
So that we can choose to make the comment mandatory on certain questions when marking an error. If not possible to do it for just certain questions, it would still help to be able to enable this for all questions when marking an error.
2 votes -
Scorecard permissions split out editing & viewing
When setting permissions for scorecards it's not possible to allow someone to view and not edit. For certain roles ideally, it would be good to allow viewing but be unable to create or edit existing scorecards.
2 votes -
Business intelligence section - not visible for agents
Having the option to add a section to the scorecard that can be hidden from the agent and does not affect the agent Quality score. Purpose of the section would be to collect business intelligence information from the interactions evaluated, like customer feedback about the product or service, procedures that make support difficult or increase customer effort. Together with CSAT surveys this will give extremely valuable insight into the business.
2 votes -
Additional tile for previous week's evaluation to show next to the 'tickets', 'comments' and 'metrics' tab
If would be great if we could add a link to the previous evaluation or a tile where we can find a shortcut to the evaluation's reports.
1 vote -
Add feedback options to scale question type
We use feedback options as "tags" to create more reporting insights. Currently this option is only available if we go with a "Points" based question type. This can be setup with Points, but a slider or scale option has a nicer look and keeps the scorecard more condensed (it takes several seconds to scroll a scorecard with several points answers and feedback options).
1 vote -
Spell check
Would it be possible to include a spell/grammar check functionality?
Most QA scorecards have a section for grammar, formatting, punctuation, etc. In the current version of Playvox, there is no spell/grammar check functionality. Furthermore, you are UNABLE to copy the text from the corecard as that click function is to highlight only (unable to copy). The workaround is to leave the tool, go to the original ticket, and then copy/paste the text in a word doc.
3 votes -
Scheduled Scorecards Publishing
It'd be great if we can schedule when a new scorecard will be published and the previous version archived. This can help us to avoid having multiple excel files in a work week when exporting the data.
1 vote -
Shortcuts
Need to add shortcuts to the system to the feedback section.
Like I have a list of comments and now I am coppasting them from the doc, and what to add there https://flmst.net/s/aKxZaHrT3txcAnk/preview
https://flmst.net/s/fCrM4GB7kjgEBMp/previewIn check box there is opportunity to add only 22 symbols (or smth like that)
1 vote -
Having a new variant for "fail all".
Having a new variant for "fail all". This new option would show the QA score for the agents but still indicate that the evaluation is not approved. example: The agent fails because a critical mistake was made and the evaluation is not approved. It shows that the agent scored 0/60 points but they still get a QA score to indicate how they are doing overall.
We believe this would be a benefit for agents as it gives them something to measure their performance against, even if there has been a critical error.
1 vote -
Scorecard dynamic questions
Branch questions inside scorecards
*Dependent questions on quality forms *
14 votes -
Ability to create scorecard templates
Scorecard templates are currently restricted to those provided by Playvox. Need ability to create custom templates. Yes, we can create a "template" scorecard and clone it but it is not a pleasant user experience.
1 vote -
Question description UI is difficult
Having the question description only show up while hovering over the "?" is terrible. It should be visible at all times.
3 votes -
Review Screenshot
Ability to add/upload screenshots on review scorecards. Currently this is not an option
1 vote -
Scorecard Categories & manual rearranging
It would be great if we could create Scorecard Categories!
Example - we have English, Spanish, German versions of the same scorecard - in order to keep things nice and clean, it would be great if we could create "categories" or sections for each language or type of scorecard, etc...
This way, you have all EN scorecards in one section, all SP in another, all DE in yet another, etc.
Similarly, it would be vital for us to be able to manually rearrange the appearance order of our scorecards.
1 vote -
Options in prefilled answers
Is it possible to change the default prefilled scorecard answers? Instead of Positive answers, can we have option where we will be the one to choose? We are working on scaling type of evaluation where there are Exceeding, Meeting and Below Expectations type of rating. We wanted to have the prefilled answers directed to Meeting Expectations instead of Exceeding expectations.
1 vote -
Scorecard hierarchical custom fields
Custom field options triggers options in another custom fields
7 votes -
feedback
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 -
Review the Analyst Scorecard - weighting
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.1 vote
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