66 results found
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Export should include highlights
The exported file should include any highlights and the comments that were attached.
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 -
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.5 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 -
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 -
Enable filtering by excluding certain teams / scorecards
Currently you can only filter results by selecting the teams / scorecards you want to include. However, when we want to see results of all teams / scorecards except for one, then we have to select all the teams except the one we want to exclude. We need an option to exclude teams / scorecards from results.
2 votes -
Separate Evaluate the Analyst data from Calibration data
The two are processes are not the same and should not reside and recorded as the same type. Evaluate the Analyst and Reviews data should be combined into one process.
2 votes -
The ability to change the scorecard in an evaluation.
For example, to change the scorecard from mail to call during an evaluation.
4 votes -
Email notifications for comments on audits
We would like to receive email notifications when an agent adds a comment to their evaluations so they don't miss them amongst the other notifications.
3 votes -
Evaluations should not be editable if signed
Users are able to edit evaluations after it is signed by agents. Since evaluation has been signed, the result has been accepted by the agent. Users should not be able to edit evaluations afterwards. If the edit was a markdown, then it will record as agent acknowledging the markdown and non disputable.
1 vote -
Dynamic Team Selection/Historic Data Accuracy
Would love to see the ability to adjust evaluation data so that if a monitor is submitted against the wrong team, the results can be fixed. I'd prefer that evaluations(at least in the team sense) are dynamic instead of static.
EXAMPLE - If I submit against Team B and meant to evaluate Team A, I want to be able to adjust the evaluation to show up against Team A retroactively without having to delete, submit again, and scrub the inital results from our data lake. This ensures that all of our front-end reporting matches results outside of Playvox and that…
3 votes -
Update QA workflow to capture AHT accurately
How AHT is measured currently is inaccurate. Currently, the AHT clock starts when the Analysts click on the "Start Evaluation" button. However, the interaction is reviewable even before the Analyst clicks on the button. We also cannot instruct the Analysts to NOT review before clicking, as the Analysts can only skip before clicking the "Start Evaluation" button. Thus, Analysts have to review the ticket beforehand to determine whether to skip the ticket or not.
The AHT clock should start before the analyst can review the interaction and the evaluation made skippable even after starting the evaluation. Record the time from…
1 vote -
9 votes
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Live Filter date range on Evaluations tab
On the evaluations tab, it would be great to have an all "live" filter for the date filter.
Insted of locking the end date, have this end date to be live and updated for the current date.3 votes -
Filter by interaction/call date
Ability to filter the evaluations by the interaction or call date, rather than just the 'Created date'. This enables us to easily export reports based on when the call was made aside from when the call was evaluated. This eliminates the need for us to open every evaluation to see if the call date falls on the current or previous month.
3 votes -
Add comments on Export evaluations file
Add all comments from the comment box inside the evaluations when exporting that data.
5 votes -
Do not show "The export process may take some time..." message everytime
The "The export process may take some time depending on the number of evaluations filtered. You will receive a notification when it's finished" message blocks the menubar every time a file is exported. Have to wait for it to clear every time.
The export behavior is also inconsistent on the platform. In some places, the file is directly downloaded whereas others requires us to go through export center.
1 vote
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