25 results found
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Evaluation Reviews Workload Auto Start Feature
Currently, once the first evaluation is finished, it goes to Review and we have to go back to the Workload tab and start the next evaluation, which impacts the workflow and creates an additional step.
It will help us if we have a feature that automatically starts the next evaluation in the workload once the first evaluation is completed without returning to the Workload tab.1 vote🎉 Exciting News! 🚀
🌟 This idea has been completed and released. From now on, Playvox will autostart the next evaluation when working on a reviews workload.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
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Workloads: possibility to manage in batch
Workloads: possibility to manage in batch, removing loads from X user that needs to be deactivated in batch.
1 vote -
Remove incomplete workload assignments
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 votesHey!
I'm excited to announce that this feature has been completed and released!
When managing a workload from the details screen, you'll be able to remove the interactions that have not been evaluated by a specific analyst. Make sure you explain the reason why you're doing so, and this record will be available in the workload's log.
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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View My Workload - URL Needs to Point to actual Workload
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 -
Evaluate the Analyst workload feature
When we assign the ETA workload, it first takes us to the calibration and then to the review screen. Could we have a disability feature to opt for the calibration or not in the workloads and that should directly take us to the review screen?
Can we have this feature enabled for the Evaluate the Analyst workloads?
15 votesHey,
I'm happy to share that this idea has been completed and has been released in today's Customer Release.
I'd love to hear your thoughts on it!
- Pauli :)
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Remove inactive agents from workload
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 votesHey!
I'm excited to announce that this feature has been completed and released!
If enabled under the Quality settings, the interactions associated with deactivated agents will be removed from any active workload assignment!
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Ability to have same interaction assigned to multiple workloads simultaneously
Currently two same interactions will ever be assigned to different workload requests - which makes cross analysis/deep dives not possible. It also limits the sample size (workloads overlapping).
8 votes🎉 Exciting News! 🚀
We are delighted to announce that this idea has been completed and released. 🌟 Please give the new feature a try and let us know how it works for you.
🙌 We are eager to hear your thoughts and feedback! Your input is invaluable in making Playvox even better.
💬Here you can find more information on how this feature will work: https://help.playvox.com/hc/en-us/articles/5449370968339-Creating-Workloads-Evaluate-the-Agent
Thank you for being a part of our community! 😊
Karina from Product
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Ability to set a fixed number in a workload to analyst's distribution.
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 -
Substitutions for Multiple Analysts
Redistribute evaluations across multiple analysts (Team Leaders etc.) for both the substitutions (on PTO) & the re-assignments
21 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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Workload Open Queue
Currently, Workloads assign a static list of evaluations per analyst. This is not an efficient workflow for larger teams.
A setting which ran workloads without analysts assignments would be helpful. The workload would run with the typical date, frequency and filter settings, but instead of assigning lists for each analyst, the user would add their analysts and allow them to work from an open 'bucket' of interactions.
Analysts would take ownership of an interaction by completing the evaluation and it would be removed from the open queue of interactions.
Users would be able to see which analysts completed evaluations and…
15 votesHello,
We are happy to announce that this feature is now available in Playvox QM. If you want to know more you can check our October release documentation in the Help Center.
Regards,
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Ability to clone workloads
We need to create multiple workloads that are similar (ex. QAs assigned, scheduled time, etc.). Ability to clone workloads will lessen the time required to create them. Currently, they all have to be manually recreated.
4 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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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.
3 votes🎉 Exciting News! 🚀
🌟 This idea has been completed and released.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
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change the time on the workload
The client wants to be able to change the time on the workload for an earlier one.
6 votesHello!
We have good news. This was recently released.
You can check it out in the Workloads section.
Regards,
Ari from Product Management.
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Ability to run/schedule workloads before the next scheduled time
Once the next scheduled run time is set (either by us or Playvox) and saved, the schedule cannot be rescheduled to an earlier time
3 votesGood news! This was part of our last release.
Regards,
Ari from Playvox Product Management
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Workload connected to multiple filters
We need to discover how choosing more than one filter will work with the sampling
Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.
Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.
Two parts.…
28 votes -
archive vs deleting workloads
Ability to archive workloads vs deleting to have the historical data from them and also to reactivate them if needed in the future
6 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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Workload analyst improve navigation flow when evaluating
I would like for there to be a feature where once you have started a workload and finished your first evaluation, it automatically goes to the next evaluation in the workload.
Currently, once I finish with an evaluation, I have to go back to the workload and start a new evaluation which creates unnecessary steps and has proven to be inefficient for my workflow.13 votesHey!
I'm excited to announce that this feature has been completed and released!
Now you'll be able to efficiently evaluate tickets within a workload assignment, reducing time, effort, and clicks while completing this process!
Please let me know what are your thoughts on this new experience and if it aligns with your needs!
Warm regards,
Pauli :)
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Adding workload deadline tab for Analyst.
It would be great if we can have a deadline tab for the workload list to filter the workloads and re-arrange the workload list depending deadline date.
6 votesHello!
I'm happy to share that this idea has been completed and released in today's customer release.
I'd love to hear your thoughts on it!
Pauli :)
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Workload: To move evaluations from one analyst to another
When there are multiple analysts assigned to a workload, it would be great to have the ability to swap or relinquish an evaluation for a particular employee to another analyst. The purpose would be to eliminate potential bias, in the event that the analyst is the agent's direct manager or if there is a conflict between those parties that could lead to an assumption of bias.
14 votesHello!
I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/
Ari (Product Manager) from Playvox
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Making adding a comment when skipping an interaction optional
We can create skipping categories in settings, but analysts still need to add a comment when skipping an interaction, this is an extra unnecessary step when you have the quantitative data from the categories you set. Having the option to remove this as mandatory in settings would be ideal for each client to personalise as needed.
6 votesHello!
I'm happy to announce that the idea was release this week. You can check it here: https://updates.playvox.com/
Ari (Product Manager) from Playvox
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