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  1. For example, to change the scorecard from mail to call during an evaluation.

    4 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  2. 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

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    Acknowleged  ·  0 comments  ·  Automations  ·  Admin →
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  3. It would be nice if we can export reports of scorecards (e.g. "Select report" --> "Coaching opportunities by question").

    2 votes

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  4. 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

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  5. 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

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  6. 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

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  7. 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

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  8. 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

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  9. 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

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  10. Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen

    6 votes

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  11. 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

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    Started  ·  1 comment  ·  Filters  ·  Admin →
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  12. Having a new variant for "fail all". This new option would show the QA score for the agents but still indicate that the evaluation is not approved. example: The agent fails because a critical mistake was made and the evaluation is not approved. It shows that the agent scored 0/60 points but they still get a QA score to indicate how they are doing overall.

    We believe this would be a benefit for agents as it gives them something to measure their performance against, even if there has been a critical error.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  13. A format for coaching between experts and analysts. One idea that would be helpful is a way for analysts to request support/coaching with an evaluation and the expert being able to provide guidance on how to score within view of the scorecard/evaluation; overlaying how the expert would score real time. Making the expert notes viewable only by the current analyst + others with analyst role + team leaders. And a way to be able to track these supported evaluations as data + note reasons the coaching was initiated by analyst.
    Currently these escalated reviews of evaluations and how to score…

    2 votes

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    Acknowleged  ·  0 comments  ·  Coaching  ·  Admin →
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  14. 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.

    1 vote

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  15. 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

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    Planned  ·  0 comments  ·  Evaluations  ·  Admin →
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  16. Set a rule for arbitrators to have an specific amount of days to review an open dispute

    13 votes

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  17. Branch questions inside scorecards

    *Dependent questions on quality forms *

    14 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  18. Exporting data from calibrations: we need the granular data from our calibrations, like a comparison between the analyst evaluation and expert evaluation; and separated analyst answers and expert answers;

    5 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  19. I love the new Reports section of Workloads, showing the completion percentages for my analysts. What I'd like to see there is an option to set completion percentage targets for assigned workloads; for example, those with 0-30% of their assigned evaluations are in red, those with 31-60% are in yellow, etc. It would allow for at-a-glance checks on how the analysts are doing and call attention to those who are behind.

    4 votes

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  20. Ability to pull a report showing all the evaluations that have been deleted, who deleted, when deleted and even some details of the evaluation - agent name, date of eval, quality score etc?

    3 votes

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