7 results found
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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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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
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