12 results found
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View evaluations from the Question Report
When reviewing the Question Report, I would like to be able to be taken directly to the audits that had the occurrences in the "Errors and correct answers by" chart. For example, I can click on a link within the pop up window that highlights my top driver in this category and have that take me to a new page that will allow me to see the audit evaluations that were incorrect in this category from the time period that I selected.
1 vote -
Viewing effectiveness in the agent report
Currently, the agent can only view its effectiveness per scorecard, but it would be very important for it to be able to view its overall effectiveness, that is, a single metric that expresses the effectiveness of all scorecards and all evaluations received.
This way, he will have a better idea of how his overall performance is, and not just based on specific scorecards.
The "super admin" profiles have this view and, currently, we have to share the information manually.2 votes -
New Quality Reports: problems
New Quality Reports: in the "performance over time" view it appears by week, in the current configuration even if you select the entire month, it does not make the comparison by week (example in the screenshot below).
1 vote -
Quality Report Export: Time Stamp
We can view the Date and Time stamp under “Date Created” column but when we export the report, there is no entry for the Time Stamp, only the date shows. Please see attached image.
2 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.
Thank you for being a part of our community! 😊
Karina from Product
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Reports per team
Reports per team should allow drilling down into the actual evaluations, as this is set for Reports per agent. In order to look at the actual evaluations filtered by team trends, we have to export the raw data.
6 votesHey!
I'm excited to announce that this feature has been completed and released!
When navigating the team report within the new quality reports experience you will be able to drill down from each of the report's graphs to the evaluations considered in the sample.
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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Enhanced Reporting on Scorecard Feedback Options
Add reporting for required feedback options on scorecard. Ex: when points aren't given and an analyst gets prompted to give feedback, they select the main reason for the deduction. Would like to see what the main contributors are to errors (something like a more detailed version of coaching opportunities by question in advanced reports)
1 voteHello, we add this new capability into the new Scorecard Report in our last release. You can check more here: https://help.playvox.com/hc/en-us/articles/12370055189651-Scorecard-Reports
Regards,
Ari from Product Management
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Improve the consistency of the header names between the Evaluator Review export and the Playvox report
There is an inconsistency in the naming of fields in the Evaluator review reporting. Specifically, there is a discrepancy between the field names in the Playvox review tab and the header names in the Export report. For instance, the field called "Reviewer" in the Playvox report is referred to as "Analyst" in the export report. Another example is the field called "Analyst" in the Playvox report is named "Reviewed_by" in the export report. This lack of clarity can easily result in reporting mistakes.
1 vote🎉 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! 😊
Karina from Product
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Quality reports add custom fields as filters
To use user and scorecard custom fields data as reports filters
Poder tener reportes por cada custom fields que fue creado en las Scorecards. Actualmente queremos identificar los resultados de QA por cada uno de los productos que tenemos (15), pero actualmente toca crear una scorecard por cada producto.
Report on Agent activation date. Option to filter in QA report by activation date. Benefit: This would give great insight into tenured vs new hires and their impact on quality scores. It might also be useful in Coaching to ensure new hires get the necessary amount of feedback
22 votes🎉 Exciting News! 🚀
🌟 From now on, the Section and Question reports will allow you to filter evaluations based on the scorecard header custom fields and user custom fields.
🙌 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! 😊
Karina from Product
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See if evaluation was read OR when evaluation was signed
An agent can choose not to sign an evaluation, but it would be good to know if at least the opened it once and read it.
If he decides to sign it, it we be good to see when the evaluation was signed (ex: 2 weeks after the evaluation was sent to him, or the next day?)
We can see in the activity log this info, but only if we manually go into each evaluation.
3 votes🎉 Exciting News! 🚀
This idea is available in the product.
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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Pull reports on scorecard header filters not just custom filters
We can add header filters in scorecards which we can use to filter evaluations in the evaluations tab however it would be beneficial to be able to filter on these in reports much like we can custom filters within the scorecard.
5 votes -
Reports to be filtered by several QA Analysts
Would be great to have a way to choose several QA Analysts when building the reports.
Now it is only possible to choose one Analyst to see their Quality stats1 vote -
Reporting filters for Review stats
Include further filters in the reporting of review stats (by analyst, team, etc.)
2 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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