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  1. Include the reassignment feature thats available for the "evaluate the agent" workloads and extend to "evaluate the analyst" so I'm able to reassign a new analyst to help with calibrations.

    5 votes

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    Acknowleged  ·  2 comments  ·  Calibrations  ·  Admin →
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  2. Add a Date Filter Field in Filters to allow pulling up interactions based on e-mail sent date. Currently, this is not possible and creates problems pulling interactions from SalesForce as the available Date Filter Fields are not based on email dates.

    3 votes

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    Prioritized  ·  0 comments  ·  Interactions  ·  Admin →
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  3. Allow Disputes to edit the evaluation either up or down - currently can only accept a change and increase the score, but if the dispute is incorrect and the score should be lower, we cannot make that change. This is for when using a score range.

    3 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  4. That the workload stops completely, when the end date is reached. Although no more interactions are assigned, currently the status of the workload is still "Live" and analysts can enter that workload and complete the evaluations, the idea is that the workload will stop completely when an end date is set.

    3 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  5. 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

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  6. It would be very helpful to have the option of assigning specific agents for evaluation to specific analysts. Reason: some analysts may not be fully capable of evaluating specific agents due to language barriers, etc... YES, one could technically make a separate workload for that language, but there are other instances in which this could be useful, especially if agents can be reassigned MID-WORKLOAD period (an analyst is away on vacation or is ill, etc...).

    10 votes

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    Acknowleged  ·  3 comments  ·  Workloads  ·  Admin →
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  7. It would be good if agents can make an appeal or can still comment after a dispute has been resolved.

    There are instances that agents still have concerns or questions after their disputes get resolved but there is no way for them or evaluators to re-open the cases.

    11 votes

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    Acknowleged  ·  2 comments  ·  Disputes  ·  Admin →
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  8. 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

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  9. 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

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  10. Assign not the # but percent of evaluations, like 5% per previous week

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  11. 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

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  12. Currently we can see the completion of all workloads within Playvox, but only up until "Last quarter" - we want to track this data for a whole year if possible to evaluate the yearly performance of an analyst (did they complete all workloads in time, etc.).

    Currently this is only possible using API data, so an Export functionality would be a lot simpler to implement. Or maybe allow a custom date range for Workload filters.

    2 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  13. Would it be possible to include a spell/grammar check functionality?

    Most QA scorecards have a section for grammar, formatting, punctuation, etc. In the current version of Playvox, there is no spell/grammar check functionality. Furthermore, you are UNABLE to copy the text from the corecard as that click function is to highlight only (unable to copy). The workaround is to leave the tool, go to the original ticket, and then copy/paste the text in a word doc.

    3 votes

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    Acknowleged  ·  1 comment  ·  Scorecards  ·  Admin →
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  14. Would be nice to have an integrated tracking sheet inside PlayVox. Something where QA can upload names of their agents to a sheet and it could weekly be updated on who was evaluated and who was skipped (due to low resources and holidays). This should be accessible by all QAs for that team (so they can organically split the tasks, cover during holidays).
    The workload function has some gaps: covering by other people is complicated, does not track if someone was skipped due to holiday or sickness.
    An integrated Excel sheet system with a weekly view of some kind would…

    13 votes

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    Acknowleged  ·  2 comments  ·  Other  ·  Admin →
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  15. We need to discover how choosing more than one filter will work with the sampling

    Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.

    Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.

    Two parts.…

    25 votes

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    Prioritized  ·  2 comments  ·  Workloads  ·  Admin →
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  16. 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

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  17. to track QA productivity and efficiency we'd like to get data insights on how long it takes to complete a task. this insight can be used to track KPIs and optimisation.

    2 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  18. Cannot open a dispute, if there is a 100% evaluation, but quality manager cannot see something, so teamleader re-checked, and open dispute to lower the score.

    2 votes

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  19. It would be wonderful if we could have to ability to have more customization to build our own reports and export them on a schedule. Our analyst team struggles to properly analyze the data from QA because the data points are spread across many different reports. For instance, our analysts award a badge on a weekly basis. To figure who has won the badge for the week, we have to go to reports>agents, then look through every agent, one agent at a time to find the highest score. We should just be able to look at one page with all…

    14 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  20. 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

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    7 comments  ·  Evaluations  ·  Admin →
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