11 results found

1. When a dispute is submitted an email should be sent to the supervisor/team leader or others that have permissions.

   When a dispute is submitted there is no notification via email to the valid parties and sometimes they are missed.

   I think an email should be sent to the Analyst's Team Leader to prevent disputes being missed.

   19 votes

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   4 comments  ·  Disputes  ·  Delete…  ·  Admin →
   Completed  ·  Paulina Restrepo responded

   Hey!

   I'm excited to announce that this feature has been completed and released!

   
   

   If the "Notify leam leader when a dispute is submitted" option is enabled within the Playvox settings, the agent's team leader will receive both, a Playvox notification and an email informing them about this action.

   
   

   Please let me know your thoughts on this new experience and if it aligns with your needs!

   
   

   Warm regards,

   Pauli :)

2. Add Interaction ID to disputes

   My team and I are using the PlayVox disputes page, and to be able to analyze the disputes we need the interaction ID to be implemented, which would be, for example, pusher-chats.5db5ba31-152e-4baf-9464-677ed65dbd6e. 20230913191139.

   What we want is for an Interaction id column to be added next to the Evaluation column on the disputes page or within the Excel file, since there is an export to excel option.

   I am sending a screenshot of the disputes page where the Interaction id column should be in accordance with my suggestion. Thanks

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   2 votes

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   0 comments  ·  Disputes  ·  Delete…  ·  Admin →
   Completed  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   🎉 Exciting News! 🚀

   🌟 The Interaction ID is now available in the disputes report.

   🙌 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

3. Dispute Filter: Expired

   Add "Expired" status in the Dispute Status Filer.

   1 vote

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   Completed  ·  1 comment  ·  Disputes  ·  Delete…  ·  Admin →

4. Ability to Adjust Dispute Notifications

   Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.

   8 votes

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   0 comments  ·  Disputes  ·  Delete…  ·  Admin →
   Completed  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi there!

   You can now automatically notify the team leader whenever a new dispute is submitted.

   To enable this feature, simply head over to Quality > Dispute Settings and turn on the option: "Notify team leader when a dispute is submitted."

   Give it a try and let us know what you think.

   Thanks for being part of our community!

5. AUTO REMOVAL OF EXPIRED DISPUTES

   Currently, if there's an active dispute an agent can't acknowledge an evaluation unless it will be closed or deleted by the arbitrator. However, for expired disputes which are considered not actual disputes the ability or restriction to acknowledge also applies. Meaning even if the status is expired agents are barred from acknowledging it. Hopefully we can lift this restriction and allow agent to acknowledge evaluations with expired disputes. As a workaround, users with admin access or option to delete expired disputes remove it manually so rep can acknowledge it on Playvox. Lifting this option will save effort from both agent and admin users.

   Currently, if there's an active dispute an agent can't acknowledge an evaluation unless it will be closed or deleted by the arbitrator. However, for expired disputes which are considered not actual disputes the ability or restriction to acknowledge also applies. Meaning even if the status is expired agents are barred from acknowledging it. Hopefully we can lift this restriction and allow agent to acknowledge evaluations with expired disputes. As a workaround, users with admin access or option to delete expired disputes remove it manually so rep can acknowledge it on Playvox. Lifting this option will save effort from both agent… more

   1 vote

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   Completed  ·  1 comment  ·  Disputes  ·  Delete…  ·  Admin →

6. option of deleting disputes from specific roles.

   The client would like to disable the option of deleting disputes from specific roles.

   14 votes

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   4 comments  ·  Disputes  ·  Delete…  ·  Admin →
   Completed  ·  Adminariel (Admin, Playvox) responded

   Hello!

   
   

   Today we have released the "Delete Dispute permission" in Roles management. You can check more here: https://updates.playvox.com/en/youll-fall-head-over-heels-for-these-new-features

   
   

   Regards,

   Ari

   Playvox Product Manager

7. Disputes be dated from the date they were submitted and not the original evaluation date

   Someone else mentioned below regarding the timeframe to start a dispute. I wanted to also include an enhancement regarding how disputes are dated. Currently I'm running into the issue of missing disputes - I'm not sure when they were submitted AND recent disputes are not being shown week over week because they're dated based on the evaluation date and not when the dispute was submitted. This has been an issue with keeping up with disputes and missing them months later. This has metrics impact with updating data from prior months.

   8 votes

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   3 comments  ·  Disputes  ·  Delete…  ·  Admin →
   Completed  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   🎉 Exciting News! 🚀

   🌟 This idea has been completed and released. From now on, it will be possible to better identify the date by which you are filtering disputes and you will also be able to filter them by the date of creation or submission.

   🙌 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

8. Dispute notification to agents when closed

   We would like to request that similar to agents receiving notifications in their email when n evaluation was done, dispute should also send email notification to email addresses of all respective stakholders.

   15 votes

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   Completed  ·  0 comments  ·  Disputes  ·  Delete…  ·  Admin →

9. Time to Submit a dispute - currently this only restricts when they can START a dispute, and they can in fact submit a dispute at anytime

   We currently have a 7 day period set for advisors to raise a dispute on an evaluation. We were given the understanding that the facility within Playvox allows us to control the submission of disputes automatically.

   However we have since discovered that the restriction only applies to the advisor starting the dispute within the evaluation and not when they submit it.

   If started within the 7 days, they can in fact then submit it whenever they wish, meaning we are getting disputes submitted weeks and months after the audit was created.

   This seems to make the function redundant as we have to manually check all disputes to ensure they are submitted within 7 days from date of audit, and also makes it confusing for the advisors if it is then rejected, when Playvox allowed them to submit it.

   Please can this be reviewed so the function actually controls how long they have to submit a dispute, instead of create it.

   Thank you.

   We currently have a 7 day period set for advisors to raise a dispute on an evaluation. We were given the understanding that the facility within Playvox allows us to control the submission of disputes automatically.

   However we have since discovered that the restriction only applies to the advisor starting the dispute within the evaluation and not when they submit it.

   If started within the 7 days, they can in fact then submit it whenever they wish, meaning we are getting disputes submitted weeks and months after the audit was created.

   This seems to make the function redundant as we… more

   8 votes

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   0 comments  ·  Disputes  ·  Delete…  ·  Admin →
   Completed  ·  Adminariel (Admin, Playvox) responded

   Hello! 

   
   

   This was part of our August Release. You can check more here: https://updates.playvox.com

   
   

   Regards,

   Ari from Playvox Product

10. Ability to search disputes by Dispute ID and Evaluation ID

    It takes significant time to search for disputes as there is no ability to search by the dispute ID and/or evaluation ID.

    1 vote

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    0 comments  ·  Disputes  ·  Delete…  ·  Admin →
    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello,

    
    

    I'm happy to announce that this was released today. You can check all the info here: https://updates.playvox.com/

    
    

    Regards,

    Ari from Product Management

    
    

11. Make it easier to open Disputes

    It's right in front of users to click into the Eval, but you have to scroll all the way to the right and click into a tiny icon to see the dispute itself. Would love an improved UX with a clearer call to action on opening the dispute itself

    1 vote

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    0 comments  ·  Disputes  ·  Delete…  ·  Admin →
    Completed  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    🎉 Exciting News! 🚀

    🌟 This idea has been completed and released. From now on, you can also open a dispute by clicking on the link associated with the dispute ID.

    🙌 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