304 results found
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Do not reset evaluation distribution percentage everytime Analyst is added / removed from Workload
When an Analyst is added / removed from a workload, it redistributes the evaluations equally amongst all Analysts. This requires us to take note of existing distribution and then recreate them. It should not reset distribution by default and users should be able to click on a button to reset it if needed.
1 vote -
Update QA workflow to capture AHT accurately
How AHT is measured currently is inaccurate. Currently, the AHT clock starts when the Analysts click on the "Start Evaluation" button. However, the interaction is reviewable even before the Analyst clicks on the button. We also cannot instruct the Analysts to NOT review before clicking, as the Analysts can only skip before clicking the "Start Evaluation" button. Thus, Analysts have to review the ticket beforehand to determine whether to skip the ticket or not.
The AHT clock should start before the analyst can review the interaction and the evaluation made skippable even after starting the evaluation. Record the time from…
1 vote -
Search users by their full name
Currently, users can only be searched using a single name (i.e. Mike, Arun, Luke). With 7000+ agents, the list Playvox returns can get multiple pages. Please allow searching by their full names.
1 vote -
Remove deleted evaluations from workload report
When an evaluation gets deleted, it marks it as "Not Evaluated" for the analyst, impacting their completion rate. It should not impact their completion rate if deleted. It's sometimes out of QA's control.
1 vote -
9 votes
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Updating the "created by" assignment or edit access for current workloads for other admins to be able to edit
Would be great to have the ability for Super Admin to update edit access on particular workloads to new admin(s) to access/edit vs creating brand new ones for select teams (and vs updating permissions so they can access all workloads for editing).
OR ability for new admins assigned as team leaders to be able to access existing workloads tied to their team created by other/previous team leaders.There's quite a bit of transition at points throughout the year with admins/team leaders and having to create new workloads that new admins are able to edit for their team is pretty tedious.…
2 votes -
Backlog Completion Settings
If a workload is not completed before a new assignment is distributed, analysts are unable to work on the previous items that were assigned to them and can create a gap in work that QA needs to complete. This must manually be captured and completed outside of the workload.
Would love to see the ability to complete the previous assignment and/or have the functionality to catch this and the future assignment to reflect what was missed. This will ensure that there are no gaps from a controls perspective
2 votes -
Live Filter date range on Evaluations tab
On the evaluations tab, it would be great to have an all "live" filter for the date filter.
Insted of locking the end date, have this end date to be live and updated for the current date.3 votes -
"Live" workloads, not looking at past interactions
Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't
4 votes -
Removing Deactivated Agents and their Evaluations from Reports
We recently went through some attrition and had to deactivate some agents, we noticed that even though the agents are deactivated all of their evaluations are still affecting our overall QA and the only way to get rid of these is to delete them. Currently, the only way around this reporting-wise is to look into Insights, or more so manually via our analytics team.
Would love to see an option introduced where maybe we can archive these reviews when an agent is deactivated instead of deleting them, so we can toggle this information when needed.
1 vote -
Definitions Doc
Add a section of the platform for admins to create and store a scorecard definitions doc for analyst and agent reference.
Example: Did the agent verbalize empathy during the conversation?
Definitions doc:
- Scorer notes
- Examples
- Internal resource links
- Comments section4 votes -
Results for Fail Reasons in Scorecard within Reporting tab
To be able to see in the “Reporting” tab results from the fail reasons in the scorecard. Right now, we have to manually pull from “Evaluations” into Excel and make pivot tables from there.
3 votes -
Cumulative Report
Wants a cumulative report highlighting insight on specific agents to figure out which area they are failing in and or excelling in.
4 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.
1 vote -
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 -
expert in a calibration session
The client would want for the expert in a calibration session, to see the answers of all the participants in the session before he sends his own evaluation.
2 votes -
Question description UI is difficult
Having the question description only show up while hovering over the "?" is terrible. It should be visible at all times.
3 votes -
Reporting filters for Review stats
Include further filters in the reporting of review stats (by analyst, team, etc.)
2 votes -
Dashboard with overtall data of agents
There is currently no dashboard view to get an overall average overview for all agents and all sections. There is also no view to see a team's average section score by month. These are integral for reporting purposes. To be able to quickly and accurately share easy to understand overviews with our Leadership team would save us lots of time. It can be frustrating exporting many different types of reports to get only partial information to build my own report outside of Playvox.
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
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