304 results found
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Reports filtered by integrations meta-data
Allow to use specific meta-data as filter for report views
ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también
REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?
Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a…
6 votes -
Review the Analyst Scorecard - weighting
In the "review the analyst" scorecard, allow weighting on the scorecard.
Currently, there is no way to set the weight and when comparing evaluations the score does not match when completed. This leads to questions from analysts why the score does not match when the evaluation questions do match.1 vote -
Slider scale for Review scorecards
There is no option on a review scorecard to have a scale score (eg. 0-5) only 'points'. There are questions that need to be marked on a scale.
1 vote -
Scorecard Question results for Calibrations
It would be very helpful to see the average scorecard question results based on Calibrations.
Example:
Feature the Analyst's average scorecard question results for a specific period of time
VS.
The Expert's avg. scorecard question results for the same period of time.
Similarly, it would be very helpful to feature said data in the API for easier exporting.
2 votes -
calibrations to represent which feedback item was selected/entered
In calibration system represents the answer and the comment, but there is no visibilty of the selected feedback, thus the calibrations do not represent the full picture of the evaluation.
It would be useful to have an option to add feedback as part of the calibration, in order to cover all of the areas
1 vote -
Avoiding score going below 0
In the scoresheet we would like to minus score for each wrong answer but don’t allow the final score to be negative.
For e.g. right now if agent fails all of the answers they are able to gather for e.g. -200 score for x scorecard, we are looking for a set up where the lowest possible score would be zero and it wouldn’t go below 0
1 vote -
2 votes
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Filter Improvement: Agent Must Have Had 2+ Interactions on a Thread
For QA filters, it would be great to add a filter for requiring an agent to have had at least 2 interaction within a thread and/or were the last ones to have connected with the guest.
This would help us ensure that agents we are evaluating are the ones who finished the conversation and it would help us ensure that the person we were evaluating had a substantial impact on the conversation.
1 vote -
5 votes
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Add marking guide to the answers of each criteria
Much like the description line underneath each criteria question, to be able to add the marking guide of what is considered 'Achieved' or 'not achieved' for agents to see what we look for / consider when reviewing. We currently have these in word docs but it would be great to have these in PV.
1 vote -
Selection filters
Improve the filters to be able to easier select different teams and scorecards.
Today you have to select them one by one.
We should be able to select several boxes at a time, have a multiple select option.
Actually having teams on different levels would be great.5 votes -
Include custome fields under DISPLAY FIELDS in Quality filters
Include custome fields under DISPLAY FIELD.
Incluir el custome field "Numero de Pedido de la PQR" como DISPLAY FIELD dentro de los filtros por Zendesk.
1 vote -
Quality triger to create coachings
Posibilidad de crear una opción donde el asesor (Agente) al posser más de 2 o más auditorias desaprobadas no se le permita cargar más evaluaciones hasta que se le cargue una sesión de coaching.
1 vote -
Audio waves
For the audio interactions, it would be helpful to have the sound waves back so people can see where are the silent moments and jump them.
1 vote -
text box field in scorecard
It would be beneficial to add a text box field on a scorecard in which formatting is allowed for the text. This would be helpful to create a checklist/task to perform for certain questions.
The question description field currently in place in Playvox, does not allow us to edit the format for the text body.
1 vote -
Add ability for the user to see calibration completion date
Currently the only way to find when exact calibration was completed_at is only through the API.
Given that this field is used by the system to find calibrations over a period of time, it would be extremely useful to have it visible in the system1 vote -
Create filters from reports in salesforce
currently, you can only create filters based on fields in a task/event/case or Live chat in salesforce. Being able to link filters to tasks in reports in salesforce will help create more targeted evaluations (while still random and objective) without having developer work done to add and remove fields from entities.
1 vote -
3 votes
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Option for the scorecard sections to be collapsed when opened for evaluation
Consider adding an option for the scorecard sections to be collapsed when opened for evaluation. This makes the scorecard well-ordered and saves time for the QA Analysts from scrolling through each sections, especially for the sections containing multiple questions. In practice QA Analysts are well-aware of all evaluation criteria and there's no need to look into every single question.
2 votes -
Deactivated agents in evaluation tab filter view
When an agent is deactivated, although the results are still available on the platform it is no longer possible to filter by that agent on the evaluations page and easily find the information.
1 vote
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