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11 results found

  1. We run weekly calibrations with multiple teams of auditors (sometimes up to 28 people)
    Manually adding each participant every week is very time consuming. Is there anyway we could create a calibration group with a set list of participants that we can create a new cali-b for, or an easy way to add participants as I've tested copying and pasting in names as a list and that doesn't work, I have to add them one by one.
    As we calibrate with the same groups of people week in and week out, this would be a valuable tool for us across…

    14 votes

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  2. The ability to automate calibrations, similar to workloads. Currently, calibrations can be found in Interactions, but this is a manual process that is time consuming. It would be great if there was an option to 'build' a calibration (what filter it pulls from, date range, who's included, etc) and have the system pull the evaluation for you.

    1 vote

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    Completed  ·  1 comment  ·  Calibrations  ·  Admin →
  3. We would like to be able to change the expert, or assign a pool of Experts to our calibrations.
    We have a team of Quality Team Leaders, who run the same calibration with their individual teams each week on the same customer contact. They then come together and determine the final expert score between them, and due to holiday/sickness etc it would be great for a pool of users to be able to either be an expect on any calibration, or to be able to assign several users as an expert on a calibration.

    3 votes

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    Completed  ·  1 comment  ·  Calibrations  ·  Admin →
  4. It would be beneficial to be able to add the category to the evaluate the analyst in order to have same labeling and afterwards filtering possibility for both types of evaluations.

    3 votes

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    1 comment  ·  Calibrations  ·  Admin →
  5. In scorecards we do have custom fields which are added each time when the evaluation is being done (ticket language, link to the member profile, link to the item listing, if an agent is a newbie, etc)
    the custom fields have no effect on calibration score, but nevertheless needs to be re-entered on each calibration session (both evaluate the analyst and evaluate the agent).
    This is a time consuming manual process, as the information is already filled in once the evaluation is being done - we need to re-enter the same data once calibration is being done.
    We would need…

    5 votes

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    Good news! This was part of our last release and was added as a new configuration to the process.


    Regards,

    Ari from Playvox Product Management

  6. Calibrations export data to include Evaluation # ID
    Actualemnte es posible ver el Evaluation # ID dentro de Playvox. Sin embargo, esta data no se ve reflejada cuando se exporta la información en el CSV file. Únicamente se ve dentro de Playvox.

    2 votes

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    Good news! This was part of our last release. We add more fields to the Calibrations CSV file (export)


    Regards,

    Ari from Playvox Product Management

  7. I'd like to have an Interaction ID filter on the calibrations tab.
    When searching for calibrations, sometimes we don't have the calibration number but the interaction ID and it takes too long to find the desired evaluation.

    3 votes

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    Hello!


    We have good news. This was recently released. 

    You can check it out in the Calibrations section.


    Regards,

    Ari from Product Management. 

  8. Create Workloads for Calibration (multiple interactions) and assign to multiple QA’s (similar to current QA workloads). Select team, randomize “x” number of cases within criteria (criteria to define), assigned quality analyst, scorecard, end date, Calibration name.

    4 votes

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  9. In the calibration API endpoint, add the granularity of the required feedback fields information for a complete analysis of the results.

    1 vote

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  10. Exported raw data from Calibrations should include user's (analysts, experts etc) emails, to keep consistency with the unique identifier from each user.

    1 vote

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    Good news! This was part of our last release. We add more fields to the Calibrations CSV file (export)


    Regards,

    Ari from Playvox Product Management

  11. Ability to conduct a blind Evaluate the Analyst & then automatically be taken to the review process to be able to provide qualitative feedback.

    1 vote

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