51 results found
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Delete workloads
Want to delete workloads that not needed anymore (or have like a trash button) https://flmst.net/s/2ZHqMarjHdPFXmR/preview
Without assignments deleted immediately. They are annoying.
2 votes -
Allow tickets to sync from Zendesk in Standalone workloads
When using a Standalone workload, the ticket ID input doesn't pull up the interaction in Playvox so analysts can't use the full scoring features, like highlighting text. This results in longer evaluation time and less specific feedback
1 vote -
Ability to set the days of the week (ex. M - F) when workloads will run
Currently, workloads that are scheduled to run daily will run everyday. We do not have the ability to restrict workloads from running on certain days. If, for example, all of our QAs are off on weekends, we want to be able for the workload to not run on Saturday or Sunday.
4 votes -
Evaluations increase or decrease based on QA score
The client would like to have automated workloads. The number of evaluations increases when the agent's overall QA score is low and the number of evaluations decrease when the agent's overall QA score is high.
9 votes -
Add display of agents who are expected to have interactions assigned, but no available interactions were found
When workloads are assigned to specific agents within a team, but not the entire team, it's difficult to figure out which agents don't have interactions available, but are supposed to.
In the image of agent assignments, the first two 0/0 are on the team, but were never added to interaction assignments in the workload configuration. An agent who was added to assignments and should have 4/4 but has 0, will also show as 0/0. Adding a clear distinction of who is missing interactions will make it much easier to follow up.
2 votes -
Workloads - End date
That the workload stops completely, when the end date is reached. Although no more interactions are assigned, currently the status of the workload is still "Live" and analysts can enter that workload and complete the evaluations, the idea is that the workload will stop completely when an end date is set.
3 votes -
Manual agent assignment in workloads
It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).
10 votes -
% (PERCENT) OF EVALUATIONS PER TEAM MEMBER
Assign not the # but percent of evaluations, like 5% per previous week
1 vote -
Workload export functionality
Currently we can see the completion of all workloads within Playvox, but only up until "Last quarter" - we want to track this data for a whole year if possible to evaluate the yearly performance of an analyst (did they complete all workloads in time, etc.).
Currently this is only possible using API data, so an Export functionality would be a lot simpler to implement. Or maybe allow a custom date range for Workload filters.
2 votes -
Ability to delete assigned workload
Need ability to delete an individual assigned workload, not just the entire workload. We can the, delete workloads with incorrect sampling, update the workload and then rerun the workload.
1 vote -
Ability to use decimals in a workload for QA assignment
We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.
5 votes -
See the drafted version of the evaluation they started earlier on the actual workload
Whenever the analyst is completing a workload, the client would like to see the drafted version of the evaluation they started earlier on the actual workload without needing to go to the "draft" tab. Also, to avoid confusion the client would want to have only one draft per ticket/ evaluation and not multiple for every time he saves that same evaluation as a draft.
5 votes -
Allow more than 1000 interactions when sampling by quantity
"Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000
3 votes -
Ability to snooze workload for QAs
Ability to snooze assignments or set as 0% so the QA doesn't have to be removed from the workload if they are OOO.
1 vote -
Report that lists any agents NOT allocated to a workload
We would really benefit from being able to run a report to confirm any agents that are NOT allocated to a workload.
It is confirmed via User Management if an agent is assigned to an active workload, so there is some kind of link of this data in the system.
Going forward and extension to this request would be to be able to export a report that lists all agents and what workloads they are allocated to.
3 votes -
List assigned evaluations in chronological order
Evaluations assigned via workloads should be showed to Analysts in chronological order, with older first and newest last. If we do weekly evaluations, then the time gap between ticket resolution to evaluated can be up to 13 days.
Ex.
Ticket resolved on Aug 1st, 2022
Ticket assigned to Analyst on Aug 8th, 2022 via workloads.
Analyst evaluates ticket on Aug 14th, 2022.2 votes -
Workload - Interaction ID
Allow the Interaction ID field to display as it is set in the filter. If you set to display the case number, it shows the case number on the workload interaction and not the interaction ID.
2 votes -
New type of sampling -> Percentage or exact number of evaluation by team
We'd like to have an additional type of sampling function based on the "Percentage or exact number of evaluation by team", not by team member or by filter as these are the options available now.
6 votes -
Large Team Workload Automations
Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen
6 votes -
Show percentage already assigned in workload settings
It's very difficult to determine what percentage has already been assigned amongst QAs in the workloads. With 40+ QAs, it is very difficult how many more percentage has to be assigned/deassigned to reach 100%
1 vote
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