57 results found
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Edit Labeling
Unable to archive or delete Skip Categories, Calibration categories, Dispute categories. It has the option to delete, but that's only if you've never used the category before. If you can please provide a way where it's no longer visible that would be beneficial for the organization.
Also being able to either delete or edit "lists" for calibrations
1 vote -
Ability to update super admin roles without support tickets
The ability to update a Super Admin role directly within the platform without needing to raise a support ticket. This enhancement would allow for quicker and more efficient management of Super Admin roles.
To ensure security, a check should be implemented to confirm that there is at least one active Super Admin before allowing any changes. This is particularly important when the site owner, who might also be a Super Admin, needs their role updated. Enabling this feature would streamline the process and reduce reliance on support for role management.
2 votesHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
Karina from Product
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Skipped Evaluation Reporting and Exporting
It would be highly beneficial to introduce a feature that allows the identification, reporting, and exporting of skipped evaluations. Currently, if an evaluation is skipped, there is no straightforward way to track or understand the reasons behind it.
By implementing a system that records when an evaluation is skipped and allows managers and analysts to generate reports or export this data, they can gain valuable insights into patterns or issues that may be causing evaluations to be skipped. This feature would enhance the overall evaluation process by providing transparency and enabling better decision-making.
2 votes -
Ability to identify the origin of completed evaluations - the ability to check if the completed case is from a workload or not.
In the evaluation tab, it would be incredibly useful to have a feature that identifies whether a completed evaluation originated from an assigned workload or from the interaction tab. Currently, there is no clear way to determine where the evaluation was initially triggered, which can lead to confusion and difficulty in tracking the source of evaluations.
Implementing a feature that tags or highlights the origin of the evaluation—whether it came from a workload or directly from the interaction tab—would enhance clarity and improve the management of evaluations. This would provide evaluators and managers with better insights and allow for more…
2 votesHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
Karina from Product
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Multiple Helpshift integration flags
Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same…
1 voteHi there!
Thank you for sharing your idea with us!
We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.
We appreciate your contribution to our community.
Karina from Product
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[Workloads] Missing skipping option for "Evaluate the Analyst" workloads
Add skipping option to "Evaluate the Analyst" workloads. Different use-cases where we would like to not include them in the workload.
2 votes -
Custom Workload Schedule
I would like to be able to have custom schedules for Workloads. Specifically, I want to be able to set a custom range on the life of the workload but still maintain the workload is issued on a set monthly date.
I have 2 different types of evaluators, the first being a team supervisor who I would like to designate they complete their Workload in weeks 1 through 3 each month with their Workload assigned monthly on the 1st of the month. The second evaluator type being manager level who complete their evaluations weeks 3 and 4, but their Workload…
1 vote -
Enhance Workload Reporting
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.
5 votes -
Auto detection of duplicate interaction ID (for Standalone workload)
For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.
2 votes -
Redirecionamento de página
Sugiro que, após enviada uma avaliação de uma carga de trabalho, a página seja redirecionada a avaliação preenchida, e não a carga como está sendo feito. Como prática do meu time, é realizada uma pequena revisão na avaliação após enviá-la, além de serem feitas anotações em um documento a parte referente aos pontos de melhoria e de atenção identificados nestas avaliações. Com o redirecionamento para a página das cargas de trabalho, os meus analistas estão perdendo um tempo extra tendo que ir até a página de avaliações, localizar a avaliação enviada, abri-la e realizar as ações que citei acima. Isto…
1 vote -
Workload on an analyst level provides agent info
Creating a workload on an analyst level provides tickets of the selected analyst on an agent level. Creating a workload for 2 or more analysts returns a list of agents (to know which analyst is being evaluated we need to open the evaluation window).
What is being returned back is the correct number of cases that need to be checked (in this example, 10), but from the active workload, it is unclear which case belongs to which analyst. Cases selected only show agents who were evaluated in those cases (not relevant).
As the workload is based on Analyst, it would…1 vote -
Extra workload: Function so that the analyst can generate extra loads for himself
We need to include some function/button where the analyst himself can request the system to generate an extra load, so that when he finishes the workload before the pre-established time, he can autonomously add an extra load for himself to work on it.
1 vote -
Ability to edit a workload after it has been started
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.
2 votes -
Workloads: justify non-evaluation for a period
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 -
Workloads: problems
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 -
To be able to organize the agents in the workload by alphabetic order
To be able to organize the agents in the workload by alphabetic order so it easier to find them
3 votes -
Workload Report Custom Filter
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 -
Create a Workload to evaluate the internal comments
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 -
Improve workloads % distribution logic (evaluations count per analyst)
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 -
Ability to exclude users from a Quality Workload
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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