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  1. We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.

    4 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  2. For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.

    1 vote

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  3. Instead of reassigning outstanding workload assignments, have the ability for the admin/TL to remove the incomplete workload assignments so the analyst can move onto the new assignment.

    6 votes

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    Started  ·  1 comment  ·  Workloads  ·  Admin →
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  4. Workloads: justify the non-evaluation of an agent, in the case of vacation, certificate, exclude this person from the load and insert a justification for the leader.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  5. Workloads: they are inactivated as soon as the period for them to be completed ends but they still appear to the analyst as pending, however if we delete them so they no longer appear to the analyst, they also no longer appear in the workload reports.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  6. Workloads: possibility to manage in batch, removing loads from X user that needs to be deactivated in batch.

    1 vote

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  7. To be able to organize the agents in the workload by alphabetic order so it easier to find them

    3 votes

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  8. There is always an error message when editing the time. It needs to have an 6 hour time difference to make any changes to the time of releasing the workload, which is unnecessary.

    Flexibility to edit a workload after it has been started is desired.

    1 vote

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  9. Currently, the "View My Workload" link in the "You have a new workload assigned" notification email directs the user to the Community page, not the workload.

    User would like "View My Workload" URL to direct user to the specific assigned Workload.

    Thanks

    3 votes

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    Started  ·  0 comments  ·  Workloads  ·  Admin →
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  10. If the agents are deactivated after the workload runs, the assigned evaluations for the agent still remains in QAs queue. However, QAs cannot evaluate the agent because the agent is inactive.

    16 votes

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    Started  ·  2 comments  ·  Workloads  ·  Admin →
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  11. Instead of having users randomly assigned in a workload, we'd like to see a feature that allows us to exclude certain users. For example, there are analysts who also take calls in these queues but we don’t want them to get assigned to audit themselves.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  12. Could you please add an option to create workloads to evaluate the internal comments left on the ticket by a person other than then one handling the ticket?

    Example:

    Person A is handling the ticket on Zendesk and needs help in order to solve the issue so they escalate the ticket. Person B looks at the escalation and leaves an internal comment with instructions or with the solution on the ticket and then Person A continues to solve the ticket.
    We would like to create a Workload to evaluate the internal comments left by Person B, even if the ticket…

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  13. Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.

    2 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  14. Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.

    2 votes

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  15. Add the ability to substitute a manually located interaction ID into an existing workload. When workload generated interactions aren't within scoring parameters, the substituted interaction will count as an evaluation in that workload. This would make Workload Reporting display an accurate % of evaluations completed.

    4 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  16. Allow to set up a workload that would allow analyst to focus on a team instead of having a distributed sampling or random agents to evaluated. This will allow the analyst to create a targeted action plan or recommendation for the specific team evaluated.
    Also, can we have an option to set up workloads to just focus on current week contacts of the agents instead of pulling data from previous week. This would allow Analyst to draw conclusion on the current behavior captured on that week instead of having to evaluate contacts for past weeks.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  17. Allow sampling by scorecard and doesn't require us to select QA Analysts names. Instead workload will pull every QA Analysts who completed an audit for that particular scorecard. Current process is challenging to add and remove QA Analyst for clients with multiple BPOs and sites.

    Additionally, Playvox blank out QAs when QAs are removed from the program but not in time to remove them from the workload list. Please see attachment

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  18. Workload pulls the latest x number of interactions. Based on UAT observations, we've noticed that workload fully sampled ~15 minutes (23:45 till midnight), while ignoring remaining interactions within the 2 day time frame.

    We require random sampling to be able to use this feature.

    1 vote

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  19. When you're skipping one chat/ticket in workload, another one is not
    loading instead of skipped one, and that reduce the total amount of chats.

    3 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  20. Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.

    13 votes

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    Under Review  ·  0 comments  ·  Workloads  ·  Admin →
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