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  1. There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.

    The colors, section percentage score, question number score are distracting and confusing to the end users.

    The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.

    Our business use case…

    3 votes

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  2. We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.

    I know we have the option when doing an evaluation to mark if we want to send the notification to agent…

    5 votes

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  3. Hoping to add a function within evaluations to toggle an audit to be "un-scored". Essentially, the audit evaluation would still be completed and contain feedback for a specialist to understand how they can improve their QA score but it would not factor into their overall score report.

    1 vote

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  4. We need to be able to delete comments made in evaluations

    2 votes

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  5. An option so individuals can view their own reviews, reviews that have been completed by their peers, but be unable to view reviews completed ON their peers.

    To support checks by internal Quality teams on BPO Quality teams.

    1 vote

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  6. Monthly, the case reason data is necessary for reporting for the following reasons:

    (1) Determine which case reasons are Met and Not Met %.
    (2) Have visibility on the count and types of evaluated case reasons.
    (3) Know the specific areas for improvement by case reasons that our agents needed for a refresher/training, and coaching.

    **The custom field feature in Playvox does not generate the above-mentioned data report we needed. We are looking forward to the generation of this "feature" option so that we can eliminate manual tracking and report data seamlessly and quickly.

    2 votes

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  7. Include the GIF capability in the Evaluation Comment section, next to the upload files and emoji insert.

    1 vote

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  8. When we review a conversation, we click the “General Info” tab, and then click “Conversation”, but the conversation goes back to the beginning and not where we left it.

    As a team, we believe it would be nice for the conversation to stay where we left it, just to avoid scrolling a bit more.

    1 vote

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  9. After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.

    include columns for start and end dates, as well as the reason for the absence.

    4 votes

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  10. We need to have the ability to add a justification if the agent does not sign the evaluation. For us this is a mandatory process that we need to track for control and regulatory reasons. Currently, this capability is not available, and its inclusion would significantly improve our processes. The justification would be added by the team leader.

    1 vote

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  11. Be able to quickly search for evaluations using the agents email address, not full name

    1 vote

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  12. We'd like to fetch the feedback data from the answers in the evaluations.

    When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.

    So to be able to fetch that field, it should always be an array of string(s).

    1 vote

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  13. Chrome extension so that analysts can fill in the scorecard directly within the CRM for CRMs that do not have an out of the box integration.

    1 vote

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  14. Example -
    For a QAed Case which has already been evaluated and scheduled on the tool, lets say for a deadline of Oct 20, we should have an option to revise the release date to a new deadline incase I want to make some changes to the evals or get it reviewed further and hence delay the evaluation delivery.

    1 vote

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  15. The most important data when reviewing the evaluation is the interaction create date or/and resolution date, not the interaction evaluation date as currently shown as default in the evaluation.

    As of now, the 'interaction create date' and 'resolution date' need to be added as custom field. We want the possibility to set the fields as "Standard" for all scorecards and evaluations

    (See support ticket #29227)

    1 vote

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  16. It would be very helpful if the admin and super admin role could see all drafted evaluations on the platform, not just the ones they started. Evaluations are tied to other parts of the platform, like scorecards, and having the ability to edit and delete other draft evaluations would be great!

    4 votes

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  17. Changing the user/agent selected even after evaluation is saved/sent.
    We should be able to change the user/agent selected even after evaluation is saved/sent. We can currently change the date, time, link to the interaction, etc. BUT we still cannot change the selected user name for which we're making the evaluation. Please, make this field editable, so that we can correct and amend scorecards efficiently. Thanks.

    5 votes

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  18. Chat/Ticket ID's are generated with hyphens in our CRM tool.
    Example: 4da9099a-c6bd-4641-9cf1-cbedc5279a7f

    However, Playvox is automatically removing the hyphens when the Interaction ID is created. This makes manual search time-consuming for our Quality Analyst team since they have to remove the hyphens before searching in Playvox.

    Please allow the Interaction ID's to contain hyphens as well

    1 vote

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  19. Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.

    2 votes

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  20. Have the option in Playvox to disable the 'evaluate' button for all tickets that had been 'evaluated' so te customer (Message Media) can avoid duplicate evaluations in the future.

    2 votes

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