Skip to content

Quality

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

54 results found

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

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  2. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  3. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  4. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  5. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  6. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  7. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  8. Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  9. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  10. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  11. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  12. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  13. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  14. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  15. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  16. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  17. Ability to add an internal note to evaluations that are scheduled vs. completed

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  18. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  19. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  20. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
← Previous 1 3
  • Don't see your idea?