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  1. the evaluation export function creates excel spreadsheets with very long naming conventions. If you pull the same report a few says later, it has the same name. Excel cannot have 2 workbooks open with the same name. please can each unique download be given a unique file name

    1 vote

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  2. 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.

    7 votes

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    0 comments  ·  Evaluations  ·  Admin →
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  3. Tool tip functionality in the Scorecard: this can be set up in other Scorecards, but the tooltip icon (“?”) doesn’t appear in the Review scorecard.

    1 vote

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    Prioritized  ·  1 comment  ·  Scorecards  ·  Admin →
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  4. Hide the name of the agent during the Evaluation process, as this will reduce the bias between Monitor and Agent.

    8 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  5. Would like to be able to view the evaluation that came from the dispute within the same tab itself in order to recall the interaction versus having to open another tab and toggle between both.

    12 votes

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  6. To use user and scorecard custom fields data as reports filters

    Poder tener reportes por cada custom fields que fue creado en las Scorecards. Actualmente queremos identificar los resultados de QA por cada uno de los productos que tenemos (15), pero actualmente toca crear una scorecard por cada producto.

    Report on Agent activation date. Option to filter in QA report by activation date. Benefit: This would give great insight into tenured vs new hires and their impact on quality scores. It might also be useful in Coaching to ensure new hires get the necessary amount of feedback

    21 votes

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    Planned  ·  3 comments  ·  Reports  ·  Admin →
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  7. We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.

    5 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  8. Evaluations Reviews:

    There's no option for the Analyst to comment on and dispute a review.

    Drafts are created once the review scorecard is initiated and has no option to save.

    In the instance of toggling between the actual playvox evaluation (selecting “view evaluation details”) and review evaluation. It does not save the information inserted and you will have to start from scratch.

    After sending the reviewed evaluation, there's no option to make an edit.

    5 votes

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  9. It'd be great if we can schedule when a new scorecard will be published and the previous version archived. This can help us to avoid having multiple excel files in a work week when exporting the data.

    1 vote

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  10. Whenever the analyst is completing a workload, the client would like to see the drafted version of the evaluation they started earlier on the actual workload without needing to go to the "draft" tab. Also, to avoid confusion the client would want to have only one draft per ticket/ evaluation and not multiple for every time he saves that same evaluation as a draft.

    5 votes

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  11. We've got a request that the agent wants to see the evaluations of another agent for improvement. However, it can't be done in the current setting without putting the whole team in the Team Leader in the 'Teams' setting.

    2 votes

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  12. It would be nice to directly chat with the agent from the Dispute tab. In our company the Disputes are solved by a 3rd party and not the initial analyst. That's why communication between the 3rd party and the agent would be amazing.

    2 votes

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  13. 5 votes

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    Under Review  ·  5 comments  ·  Filters  ·  Admin →
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  14. We can export evaluations from the quality tab which also exports the evaluation time however this is not formatted in a way that we can easily see the average evaluation time per analyst. This is really important when you have a whole team of analysts and need to see some clarity on how they manage their time especially if not meeting their workloads.

    10 votes

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  15. Currently, the information from the dispute export is fairly limited. Being able to export data such as which question(s) were disputed would be helpful in seeing trends with agents or evaluators. This way, we can see if it is a specific question that an agent or evaluator may have a misunderstanding of, or if there are other factors that may affect a certain question being disputed more frequently than others.

    9 votes

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  16. Please add an option in the custom field filter to be able to select the question/topic and show the report of this question/topic. Now we need to add one-by-one answers.

    2 votes

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  17. "Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000

    3 votes

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  18. Ability to snooze assignments or set as 0% so the QA doesn't have to be removed from the workload if they are OOO.

    1 vote

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  19. Do not reset the filters when revisiting the page. For example in Dispute Reports, when I review the dispute it opens in the same tab. When I go back to the previous page it resets the filter and have to redo them. This behavior is also inconsistent across the platform as some pages do remember filter settings.

    2 votes

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  20. We would really benefit from being able to run a report to confirm any agents that are NOT allocated to a workload.

    It is confirmed via User Management if an agent is assigned to an active workload, so there is some kind of link of this data in the system.

    Going forward and extension to this request would be to be able to export a report that lists all agents and what workloads they are allocated to.

    3 votes

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