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  1. I couldn't help but notice that any answered questions that don't have associated point values (we do this for tracking purposes) will end up skewing the report. It shows up as occurrences in the agent's coaching opportunities when they were answered. In this category, we just want to track if the agent offered the correct value of refund/credit or if they over-refunded or under-refunded (or N/A). We leave the question as a 0 point value since we already capture the adherence to the SOP in their Issue Resolution question. Thanks!

    1 vote

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  2. Provide reports on fulfillment levels of workloads, be it workloads for (a) evaluating the analysts or (b) evaluating the agent.

    1 vote

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  3. I know beta reports are being developed and worked on now, but there needs to be the ability for me as an admin to create analyst and other reports customized for metrics displayed for the analyst(s) selected. And then I need to be able to share or send these reports to selected analysts to have it displayed on their dashboards.

    Dashboards needs to be customizable as well for the layout and to remove reports that have no value to that person.

    1 vote

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  4. Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.

    *Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage

    9 votes

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  5. Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.

    1 vote

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  6. Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).

    1 vote

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  7. Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.

    2 votes

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  8. We need to have an exportable report that captures errors found within a section of an evaluation, and includes comments by the analyst.

    1 vote

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  9. When viewing a Quality report, it would be good to be able to toggle the measure showing between daily/weekly/monthly rather than it automatically choosing the measure to show based on the timeframe

    3 votes

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  10. Please create an option to publish reports on the web. Instead of exporting a report every week/month, we can have a URL so anyone with the link can view it, even without the need to authenticate (people having no Playvox user).

    1 vote

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  11. The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
    This will give insight into accuracy of evaluations and can help with coaching of Analysts.

    4 votes

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  12. right now the new quality reports beta feature is good but we can't share out custom reports (even though it says "Here you'll find custom report views to be reused or shared with your team" in app), would love to be able to share this feature!

    1 vote

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  13. We have several scorecards for different channels, but some statements are the same across all scorecards (e.g. "Was the agent friendly?"). We are currently combing all data into an big excel sheet to get an overall picture because that's not possible in Playvox. We would have to select each scorecard separately and look at different results.

    It's possible for us with Insights as well, but we would really like a similar "out-of-the-box" feature.

    3 votes

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  14. It would be great if we could have a view in the report that actually shows the ranking of all agents instead of only the top and bottom 5. So we can show all the report to our team and see the complete list of results

    1 vote

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  15. 2 votes

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  16. In the new reports - "Quality Overview" - in "Quality by Score" - Scorecards, have the possibility to see the Av. Qa Score above the bar, and not only when clicking on the bar.
    Customer: MessageMedia

    1 vote

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  17. Can we add the number of evaluations/audits/records that have been completed per agent on the Quality Score by section for the Custom Reports? We believe it would be really helpful to see not only their QA average score, but the number of times every agent was evaluated during a certain period of time.

    2 votes

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  18. In the new Analyst report, Analysts stats from the Review sections should be added, as there we are measuring the accuracy or Analysts. That way the Analyst report would be more complete: Not only if the analysts performed all evaluations and in what time but also how accurately.

    1 vote

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  19. The current view shows N/A as part of the calculation. Would be great to have a button to exclude 'Not applicable' if needed so that the % of occurrence would show only the % from when the question was applicable.

    2 votes

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  20. It would be nice to have the QA Reporting add a filter in for ´active users´ and ´inactive users´. When running MTD QA performance it would be useful and more accurate to filter out any of the inactive users.

    1 vote

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