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61 results found

  1. Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.

    4 votes
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  2. 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…

    2 votes
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  3. Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.

    3 votes
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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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  10. 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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  11. When an Analyst enters an interaction ID into a Standalone workload, they should get a visual notification if that interaction is already assigned, evaluated, or calibrated so that they don't unintentionally double up on scoring and interfere with agent's QA averages.

    1 vote
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  12. We created a few Skipping Categories that were relevant at the time but no longer have any use case. It would be helpful to either delete or archive these categories so the dropdown list of all selectable items becomes short and "clean" again.

    1 vote
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  13. 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.

    2 votes
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  14. 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
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  15. 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
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  16. 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
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  17. 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.

    10 votes
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  18. 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
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  19. 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
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  20. 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
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