60 results found
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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 -
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 -
Evaluate the Analyst/Reviews: Add Time Tracker information
We would like to be able to track the time to complete (similar to Evaluations), so that we can track QA productivity as well as compare original auditing time to evaluator review time.
4 votes -
Option to show only Effectiveness (pass rate) instead of QA score
We would like our agents to see the Effectiveness score or pass rate of their evaluations rather than the QA score as we work with COPC standards. Also in the reporting section and the Recommendations pass rate or Critical error rate would be more significant and helpful for our quality program.
1 vote -
Populate links within email/customer interaction when reviewing evaluations
A few of my analysts and myself have come across the issue of hyperlinks not showing up when evaluating. Portions of the interaction that are hyperlinked look like plain, regular text while evaluating and appears as though there aren't any when there are.
This has caused unintentional mark offs for agents for not including a link to resources when there was in the Salesforce case. This has only become a recent issue. If possible, can we have the hyperlinks included (again) when evaluating? It does appear to show in the interaction itself before clicking to start evaluation but not during…6 votes -
Export should include highlights
The exported file should include any highlights and the comments that were attached.
1 vote -
deletion
Our security team requires we delete (or securely archive) old evaluation data. Deleting thousands of evaluations individually is not feasible.
A process to bulk (securely archive) or delete evaluations is necessary for many organizations from a compliance perspective!
1 vote -
Score Breakdown in Evaluation Notification
We currently have 2 questions that zero the scorecard, but agents are finding this very demotivating and the 0% score overrides all the good they have achieved in the other 10 questions.
Would it be possible to present the score in the notification email, and within Playvox, broken down into 2 parts?
e.g.
Your quality score (Q1-10) is 80%
Your compliance score is 0%
Your overall score is 0%Your quality score (Q1-10) is 95%
Your compliance score is N/a
Your overall score is 95%8 votes -
A report to list all agents that have NOT be evaluated within a given time frame
To help pickup any agent missed as part of the evaluation process (if workloads are used or not) we really need a report that we can export that will list all agents that have not been evaluated within any given timeframe. At present we have to run several reports and copy and paste a list of names that have zero evaluations which is time consuming. You clearly have this data as its available for us to view in Playvox, it would be amazing to be able to export this data!
4 votes -
Additional Scoring Metrics Within PlayVox
It would be great to have additional scoring metrics within Playvox when evaluating a ticket such as pass rates, numerical scores (0-10), binary scoring options, and star options (0-5 stars).
3 votes -
See and filter who the evaluation is assigned to (second evaluator)
In the evaluations listed, see who the evaluation is assigned to, the second evaluator it was transferred to; without having to open the evaluation. And to be able to filter this by Second Evaluator in the Evaluations section.
2 votes -
Blind Audits
Hide the name of the agent during the Evaluation process, as this will reduce the bias between Monitor and Agent.
8 votes -
Improve the sign container of evaluations
Could we add a bigger button to sign the evaluations? We have many agents complaining that they can't find the signature option when looking at their scorecard. The little check box is not obvious enough for them.
12 votes -
Export evaluation logs (views, edits, etc) instead of having to access it one by one
Right now it's not possible to audit the logs for all evaluations at the same time, there's no visibility. We have to access each individually, and it's not scalable for reporting.
This could be fixed by implementing the possibility to export the logs, or at least view them, much like we export evaluations or view Audit logs for account creation.4 votes -
Edit Internal Notes
Currently, there is no option to edit internal notes submitted on evaluations. If we want to edit them, they need to be submitted again with the correct text and this might cause confusion with our agents.
2 votes
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