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Improvements to our Quality product

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9 results found

  1. Notification Email Upon Completing Review

    The notification bar is insufficient for informing Analysts that a review has been completed. There are so many notifications that many of our analysts had no idea that they were receiving reviews.
    An option to send emails, making it function the same as an analyst completing the marking of a specialist's ticket, would ensure they were aware of the marking they are receiving.

    4 votes

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    2 comments  ·  Evaluations  ·  Admin →
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  2. automatic reminders for users to sign evaluations

    It would be helpful if TL's/QL's had an option to set automatic reminders for agents to review and sign/dispute their evaluations on Playvox. This would help to reduce the amount of time agents spend forgetting to sign evaluations within the set timeframes, and it would also help to reduce the time spent on sending reminders manually.

    By setting up automatic reminders, TL's/QL's can ensure that agents are aware of their evaluations and are prompted to complete them within the required timeframes. This could lead to faster resolution of any issues or concerns that arise, which could improve overall agent performance…

    2 votes

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    1 comment  ·  Evaluations  ·  Admin →
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  3. Ability to grade any interaction in a ticket

    Currently, PlayVox is set up to only allow us to grade the last interaction on a ticket when a workload is sent. For example, for agent "Joe Smith," a workload will only look for tickets where "Joe Smith" was the last one to touch the ticket.

    It would be great to be able to grade other interactions in the ticket as well, such as in the beginning or the middle, and have PlayVox assign those as part of a workload. I would want our QC team to have the ability to grade tickets where "Joe Smith" interacted with a customer…

    5 votes

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    Completed  ·  4 comments  ·  Evaluations  ·  Admin →
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  4. Export option on Reviews

    Currently, there is no way to download/export the submitted reviews. We would like to have this enhancement to analyze the re-auditor findings in more detail.

    14 votes

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    1 comment  ·  Evaluations  ·  Admin →
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  5. Include the date of whan the evaluation was signed

    Include the date of when the evaluation was signed by the agent on the export report or Playvox Evalaution reports.

    2 votes

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    0 comments  ·  Evaluations  ·  Admin →
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    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello, 


    Since the last release this is available in the Evaluation export csv file.


    Regards,

    Ariel from Product Management

  6. Adding the date the evaluation is submitted not only the date the evaluation is created

    Adding the date the evaluation is submitted. Currently when viewing the tab it is only possible to see the date the evaluation is created but this causes a slight issue when a QA starts an evaluation on the Monday and only submits it a few days after.

    5 votes

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    1 comment  ·  Evaluations  ·  Admin →
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    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello. 


    Now you can see the created and submitted date of the evaluation inside the Evaluation log of each new evaluation.


    Regards.

    Ari from Product Management

  7. Marking evaluations that have received coaching

    Marking evaluations that have received coaching. When a coach has selected an evaluation for Quality coaching, it should show in the Evaluation overview next to QA Creation date adding a Coaching date. This would help identifying if all critical quality coaching has been done and if it was done on time. As we are working with COPC guidelines, it would be very important to have a fast overview if all failed QAs have been coached on time.

    15 votes

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    0 comments  ·  Evaluations  ·  Admin →
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    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello!


    We have good news. This was recently released.

    You can check it out in the Evaluations section.


    Regards,

    Ari from Product Management.

  8. Add Monitor email/username to evaluation export

    Evaluation export only has monitor name. Cannot distinguish if Monitor shares same name.

    2 votes

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    0 comments  ·  Evaluations  ·  Admin →
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    Completed  ·  Adminariel (Admin, Playvox) responded

    Hello,


    This was added in the last Playvox release. You will find new date in the evaluation export csv file.


    Regards.

    Ari from Product Management

  9. Be able to export evaluations with "Pending Approval" status for reporting purposes.

    Be able to export evaluations with "Pending Approval" status for reporting purposes. Else we would need a report in Playvox to cover this need.

    1 vote

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    0 comments  ·  Evaluations  ·  Admin →
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