54 results found
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Search evaluations using agent email
Be able to quickly search for evaluations using the agents email address, not full name
1 vote -
Changing the user/agent selected even after evaluation is saved/sent
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.2 votes -
Marking an agent as out of office/sick/vacation
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.
1 vote -
evaluate agent that update the ticket
We will need to be able to bring in the workloads tickets from agents that don't necessary closed/solved the ticket, but that they "updated"/ "touched" the ticket at some point.
1 vote -
Hyperlinks visible within the evaluation
The MessageMedia team would like to be able to view the hyperlinks when evaluating. Right now they can see these hyperlinks in the interactions tab, but not when they are already in the evaluation evaluating.
2 votes -
Ability to submit an evaluation with an anonymous analyst for specific roles or evaluations
Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).1 vote -
To be able to view Audit Logs without having the ability to edit evaluations
Currently to allow users access to view the Audit logs, they have to be given access to be able to edit evaluations.
This is causing us problems, as users want to be able to view this, but we don't want these users to have the ability to edit audits, compounded by the fact you can't report on audits that have been edited so we can't even monitor this.1 vote -
Same mistakes
Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.
1 vote -
Disable the 'evaluate' button for all tickets that had been 'evaluated'
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.
1 vote -
Ability to edit and dispute Evaluation Reviews
Upon submitting an evaluation review, there should be the capability to make edits to it. Currently, if an error is noticed after submitting the review, the only option is to delete it and resubmit a corrected version. However, this results in the original review having already been transmitted through our API call, and when the corrected review is resubmitted, as it has a new ID, this causes both the original and corrected reviews to be stored in our database, leading to inaccurate data.
Additionally, there should be the ability for our evaluators to challenge evaluation reviews, similar to how agents…
3 votes -
View All Quality Evaluation Drafts
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!
1 vote -
Create evaluations / profile options
Within the role administration we need a separate option to (de)activate the posibility of creating evaluations within or outside of a workload. Although you can check in the report if a workload was used or not, the idea is to shut that option down and have only random contacts selected by the system and not by the evaluator.
1 vote -
Saving an evaluation as draft stops time counter
When an evaluation is saved as a draft this should stop the "evaluation time" duration calculator. Leaving an evaluation in draft overnight skews reporting.
1 vote -
Ability to export data with User custom fields information
User custom fields (such as Site, Vendor, etc.) data from User management can be used to filter audits in the Evaluation tab, but this data is excluded from exports of the data. Having this in the data would be beneficial.
1 vote -
Auto population for all multiple choice fields in scorecard instead of seeing "Select an option"
When we test out scorecards with "Preview", all the first options for multiple choice fields are automatically selected. However, when QAs use scorecards for actual audits, all the fields are showing "Select an option" as default which requires a number of clicks per audit. Is it possible to have multiple choice fields to auto populate the first options?
1 vote -
To improve time tracking with the "Save Draft" function for Evaluations
When an evaluator is in the process of evaluating an interaction but needs to pause for another urgent task, the evaluator can select 'Save Draft', however, there is no explicit or clear sign that the time has been paused when they click this option. What could be good is to add a banner of some kind stating time has been paused or how much time has been spent on it so far or when the evaluator selects this option, the page could redirect them to all their evaluations and they can look up their drafts under the 'Drafts' filter. This…
1 vote -
Add internal note to evaluations that are scheduled
Ability to add an internal note to evaluations that are scheduled vs. completed
2 votes -
Archive evaluations
Have the ability to archive the evaluations that were not signed by the agents, since they are no longer part of Playvox. (deleting evaluations would not be an option since they want to have the record of them).
5 votes -
Changing the user/agent selected even after evaluation is saved/sent
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.1 vote -
Ability to select feedback reasons from 2 answer options
We current have the possibility to mark a question as Delivered, Almost There or On it's Way.
Almost There and On it's Way answers require feedback options to be selected so we can better understand why the agent did not achieve a Delivered score.
However sometime we mark the lowest scoring option 'On it's Way' and select the relevant feedback options, but the agent also displayed some of the feedback options from the 'Almost Delivered' feedback reasons, but we are unable to select these. From a reporting and feedback to agent POV it would be great to be able to…1 vote
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