13 results found
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Filter OR segments should have prioritized percentages for audit
When developing a filter, while we want to audit all of those potential interactions, we want a variety of interaction types. To do so, we'd want to apply desired percentage of the interactions for each segment of the filter (or multiple filters for one audit) with a priority. Filter conditions 1: 30% of interaction, Conditions 2: 25%, Conditions 3: 25%, All other conditions: the rest. From those filter condition segments, we'd want to prioritize Conditions 2, Conditions 1, Conditions 3, all others. So if a percentage of a higher priority segment is not met, then the next segment would fulfill…
1 vote -
Clone Filters
Clone filters from 1 Playvox instance to multiple instances.
It will be beneficial to clone filters from 1 Playvox instance to multiple instances.
Rather than creating filters every time for each instance, it will be helpful if we could clone filters.
This will save us time and work.1 vote -
Filter using Satisfaction Date
Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.
1 vote -
Ability to search Filters based on Filter title / description in Quality - Filters
Currently it is not possible to search filters in Quality - Filters. We need to check every single page to search for a specific filter. Would it be possible to search filters with the filter names / descriptions?
2 votes -
6 votes
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Filters not saved
Save Filters when opening another page. Like i put published only here - https://flmst.net/s/8FZENqTjDAW4jYe/preview
And when I go to another page another appears https://flmst.net/s/KwmdnA2KNqLdEon/preview It is really annoying, as I not need them but still can see.1 vote -
Filter by Intercom teams / groups
The ability to filter Interactions in PlayVox by Intercom teams and/or groups. It will be easier to evaluate specific agents and teams.
5 votes -
Target specific conversation types or user queries for QA evaluations
I want to be able to target specific conversation types or user queries for evaluations. I.e. Feature requests/user feedback, bug reports, refunds, subscription failures so we can take a deeper dive into evaluating these conversations. This will help us learn how to improve our customer service and better understand our customers.
3 votes -
Create Custom Filters
Have the ability to create your own custom filters at the settings level (reports tab, scorecard, employee profile etc.) they would all be possible to use as filters. Example: you could have a category for a line of business so you can see results at an aggregate level without needing to export.
4 votes -
Include custome fields under DISPLAY FIELDS in Quality filters
Include custome fields under DISPLAY FIELD.
Incluir el custome field "Numero de Pedido de la PQR" como DISPLAY FIELD dentro de los filtros por Zendesk.
2 votes -
When searching an interaction manually, seeing if it has been skipped in a workload
I often get flagged interactions from other areas of the business, when searching the interaction manually under filters, it would be great if this is assigned in a current workload or was skipped in a past workload.
4 votes -
Create filters from reports in salesforce
currently, you can only create filters based on fields in a task/event/case or Live chat in salesforce. Being able to link filters to tasks in reports in salesforce will help create more targeted evaluations (while still random and objective) without having developer work done to add and remove fields from entities.
1 vote -
3 votes
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