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  1. 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

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  2. 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

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    Prioritized  ·  1 comment  ·  Workloads  ·  Admin →
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  3. 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

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  4. 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 section

    4 votes

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  5. 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

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  6. Wants a cumulative report highlighting insight on specific agents to figure out which area they are failing in and or excelling in.

    4 votes

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  7. 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

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    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  8. 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

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  9. Having the question description only show up while hovering over the "?" is terrible. It should be visible at all times.

    3 votes

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  10. Include further filters in the reporting of review stats (by analyst, team, etc.)

    2 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  11. 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

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  12. Ability to add/upload screenshots on review scorecards. Currently this is not an option

    1 vote

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  13. Add all comments from the comment box inside the evaluations when exporting that data.

    5 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  14. It would be great if we could create Scorecard Categories!

    Example - we have English, Spanish, German versions of the same scorecard - in order to keep things nice and clean, it would be great if we could create "categories" or sections for each language or type of scorecard, etc...

    This way, you have all EN scorecards in one section, all SP in another, all DE in yet another, etc.

    Similarly, it would be vital for us to be able to manually rearrange the appearance order of our scorecards.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  15. Is it possible to change the default prefilled scorecard answers? Instead of Positive answers, can we have option where we will be the one to choose? We are working on scaling type of evaluation where there are Exceeding, Meeting and Below Expectations type of rating. We wanted to have the prefilled answers directed to Meeting Expectations instead of Exceeding expectations.

    1 vote

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  16. Custom field options triggers options in another custom fields

    7 votes

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    Acknowleged  ·  1 comment  ·  Scorecards  ·  Admin →
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  17. Disputes - Report on Trends

    On Disputes report, show Original and New Score

    In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
    If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
    It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a…

    8 votes

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    Under Review  ·  0 comments  ·  Disputes  ·  Admin →
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  18. Hidden/Internal Feedback Summary/Custom Fields

    It would be awesome to have the option of a separate/hidden feedback sections within scorecards only visible to analysts/teamleads/etc. The use for this would/could be:

    A. Tagging Teamleads in order to highlight specific concerns, etc. without the agent seeing our comments.

    B. Easier tracking of specific trends or issues. Example: using either a text summary OR checkboxes/dropdown menus, etc.., one could select/mention what the key areas in need of feedback are.

    1 vote

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    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  19. It's right in front of users to click into the Eval, but you have to scroll all the way to the right and click into a tiny icon to see the dispute itself. Would love an improved UX with a clearer call to action on opening the dispute itself

    1 vote

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  20. The "The export process may take some time depending on the number of evaluations filtered. You will receive a notification when it's finished" message blocks the menubar every time a file is exported. Have to wait for it to clear every time.

    The export behavior is also inconsistent on the platform. In some places, the file is directly downloaded whereas others requires us to go through export center.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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