14 results found
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Annotation Feature within Evaluations
Looking for a feature to allow for analysts to highlight a sentence or phrase within a transcript and create a comment out of that.
For example, we see in the transcript the agent said, "I don't think you reached out to us in time to get a refund". The analyst can highlight that sentence and provide targeted feedback such as "When denying a customer a refund, approach the customer with a concise and direct statement so they know what the expectation is moving forward."
1 vote -
Ability to edit 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.
7 votes🎉 Exciting News! 🚀
Editing a review is now possible.
Give this feature a try and let us know how it works for you.
Thank you for being a part of our community! 😊
Karina from Product
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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 votesHey,
I'm happy to share that this idea has been completed and has been released in today's Customer Release.
I'd love to hear your thoughts on it!
- Pauli :)
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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 votesToday's release include automated workflows where you can create a rule to send notificacions to agents if they haven't sign after x days
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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 -
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 votesGood news! This was released yesterday. You can check here: https://updates.playvox.com/en/were-ending-the-year-with-a-bang
Regards,
Ari from Product Management
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Option to edit Reviews after then have been submitted
Even though the option in the user management for reviews says Manage reviews (create and update) , Reviews, currently cannot be updated after they have been submitted. We would like the option to update Reviews after they have been submitted as errors can happen and we want to be able to correct mistakes to have correct data and also make sure we provide correct feedback to evaluators.
8 votes🎉 Exciting News! 🚀
Editing a submitted review is now possible.
Give it a try and let us know how it works for you.
Thank you for being a part of our community!
Karina from Product
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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.
13 votes🎉 Exciting News! 🚀
🌟 We've renovated the user experience for signing evaluations.
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
Karina from Product
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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 votesHello,
Since the last release this is available in the Evaluation export csv file.
Regards,
Ariel from Product Management
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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 votesHello.
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
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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 votesHello!
We have good news. This was recently released.
You can check it out in the Evaluations section.
Regards,
Ari from Product Management.
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Ability to save "Reviews" of evaluations as drafts before sending the review.
While having the ability to review the evaluations of QA specialists is super helpful, it would be especially beneficial to have the ability to save reviews as drafts before sending them!
5 votes🎉 Exciting News! 🚀
🌟 This idea has been completed and released. You can find details here: https://help.playvox.com/hc/en-us/articles/24410375821971-How-to-Start-a-Review
🙌 Give it a try and let us know how it works for you. We are eager to hear your thoughts!
Thank you for being a part of our community! 😊
Karina from Product
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Add Monitor email/username to evaluation export
Evaluation export only has monitor name. Cannot distinguish if Monitor shares same name.
2 votesHello,
This was added in the last Playvox release. You will find new date in the evaluation export csv file.
Regards.
Ari from Product Management
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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 voteHello,
This was added in the last Playvox release.
Ari from Product Management
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