303 results found
-
Option of replacing completed evaluations with Expert feedback/score after calibrations
Currently, when reviewing the outcomes of calibrations, they may result in score adjustments to the original evaluation and it is a manual action taken right now. If we could have a button as an option to replace the original evaluation score with the expert's updated feedback/scoring and have a banner that it was updated due to calibration #, that could potentially be more efficient. Ideally keeping the original evaluation timestamp/date/analyst associated with it.
4 votes -
Separate Evaluate the Analyst data from Calibration data
The two are processes are not the same and should not reside and recorded as the same type. Evaluate the Analyst and Reviews data should be combined into one process.
2 votes -
Workload - Interaction ID
Allow the Interaction ID field to display as it is set in the filter. If you set to display the case number, it shows the case number on the workload interaction and not the interaction ID.
2 votes -
Shortcuts
Need to add shortcuts to the system to the feedback section.
Like I have a list of comments and now I am coppasting them from the doc, and what to add there https://flmst.net/s/aKxZaHrT3txcAnk/preview
https://flmst.net/s/fCrM4GB7kjgEBMp/previewIn check box there is opportunity to add only 22 symbols (or smth like that)
1 vote -
Tracking when accounts were deactivated
Ability to report on when accounts are made inactive. This has been a request from our security team to be able to confirm when certain accounts were deactivated to prove we acted on the request in a timely manner (ie users whose roles gave them a high level of access to the system) I can access info via an API as provided by Nelson but I need to be able to search by user name and show who deactivated and when.
3 votes -
New type of sampling -> Percentage or exact number of evaluation by team
We'd like to have an additional type of sampling function based on the "Percentage or exact number of evaluation by team", not by team member or by filter as these are the options available now.
6 votes -
Feedback Options
Point Value scorecards have an option to add checkboxes for each score (unable to provide screenshot stating file is not supported - JPEG, PNG, GIF, HTML tried all)
These are a great way to tag behaviors based on the score and help analysts/supervisors see what behavior lead to that particular score. However, these checkboxes are not trackable in reporting and does not export easily to track these behaviors.2 votes -
The ability to change the scorecard in an evaluation.
For example, to change the scorecard from mail to call during an evaluation.
4 votes -
edit notifications
we would like notification email templates to be editable. This would enable us to trigger specific email notifications to agents or managers or analysts with our own texts at set times.
1 vote -
Export reports of scorecards
It would be nice if we can export reports of scorecards (e.g. "Select report" --> "Coaching opportunities by question").
2 votes -
Agent performance by question group, not just section
Currently, we can pull individual agent reports on the scorecard section, but not by question group. It would be great for us to export this easily instead of needing to export all evals individually and then work with the data to get the information we need.
2 votes -
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 -
Email notifications for comments on audits
We would like to receive email notifications when an agent adds a comment to their evaluations so they don't miss them amongst the other notifications.
3 votes -
Pull reports on scorecard header filters not just custom filters
We can add header filters in scorecards which we can use to filter evaluations in the evaluations tab however it would be beneficial to be able to filter on these in reports much like we can custom filters within the scorecard.
5 votes -
See if evaluation was read OR when evaluation was signed
An agent can choose not to sign an evaluation, but it would be good to know if at least the opened it once and read it.
If he decides to sign it, it we be good to see when the evaluation was signed (ex: 2 weeks after the evaluation was sent to him, or the next day?)
We can see in the activity log this info, but only if we manually go into each evaluation.
2 votes -
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.
4 votes -
Active Users for Signed Evaluations
Currently finding that when we run a report on all of our signed evaluations, it includes agents that have been removed from the platform that are no longer with the team. We are hoping for a way to pull a list of unsigned evaluations and have it only be current active users.
4 votes -
Connect Coaching to Disputes
To be able to do a coaching session on specific disputes while in the dispute process. This will allow the arbitrator or admin to be able to discuss more quickly the specific issue or dispute that occurred.
8 votes -
Large Team Workload Automations
Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen
6 votes -
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
- Don't see your idea?