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  1. Confidence coefficient: today we develop this manually, but a statistical data that guarantees the quality of the sample is the confidence coefficient; If Playvox made this automatic calculation available, it would greatly facilitate the creation of workloads and also the monthly result of the reliability of the evaluations sent.

    1 vote

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  2. Disputes: it does not generate reports that would be very important for us, such as a comparison of evaluations sent, contested, accepted and not accepted, both by analyst, agent, team and scorecard, we have to do this manually outside of Playvox.

    1 vote

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  3. Workloads: justify the non-evaluation of an agent, in the case of vacation, certificate, exclude this person from the load and insert a justification for the leader.

    1 vote

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  4. Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.

    1 vote

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  5. Workloads: they are inactivated as soon as the period for them to be completed ends but they still appear to the analyst as pending, however if we delete them so they no longer appear to the analyst, they also no longer appear in the workload reports.

    1 vote

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  6. Workloads: possibility to manage in batch, removing loads from X user that needs to be deactivated in batch.

    1 vote

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  7. We need to have the ability to add a justification if the agent does not sign the evaluation. For us this is a mandatory process that we need to track for control and regulatory reasons. Currently, this capability is not available, and its inclusion would significantly improve our processes. The justification would be added by the team leader.

    1 vote

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  8. Be able to quickly search for evaluations using the agents email address, not full name

    1 vote

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  9. We'd like to fetch the feedback data from the answers in the evaluations.

    When doing that we faced an error that comes from the fact that the "value" field inside the feedback object has both string (for Multiple Choice feedback options) and array (for Checkboxes) types of data.

    So to be able to fetch that field, it should always be an array of string(s).

    1 vote

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  10. To be able to organize the agents in the workload by alphabetic order so it easier to find them

    3 votes

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  11. We need to have an exportable report that captures errors found within a section of an evaluation, and includes comments by the analyst.

    1 vote

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  12. Participation lists for Calibrations have been implemented (yay!) but they cannot be edited or deleted after creation. We need this to be added ASAP

    5 votes

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    Acknowleged  ·  3 comments  ·  Calibrations  ·  Admin →
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  13. There is always an error message when editing the time. It needs to have an 6 hour time difference to make any changes to the time of releasing the workload, which is unnecessary.

    Flexibility to edit a workload after it has been started is desired.

    1 vote

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  14. We would love the ability to edit scorecards after publishing, specifically the feedback sections, to be re-enabled or even improved upon with more edit options so we don't have to clone and archive when we want to update our cards.

    This would improve our efficiency and clean up the DOMO reporting as well.

    2 votes

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  15. Chrome extension so that analysts can fill in the scorecard directly within the CRM for CRMs that do not have an out of the box integration.

    1 vote

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  16. Example -
    For a QAed Case which has already been evaluated and scheduled on the tool, lets say for a deadline of Oct 20, we should have an option to revise the release date to a new deadline incase I want to make some changes to the evals or get it reviewed further and hence delay the evaluation delivery.

    1 vote

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  17. For the NA answers on the scorecards, make an option to either make it a 0, or the same score as the YES answer. So many teams want the second option and that means you have to manually enter the NA with the same points as YES.

    2 votes

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  18. The most important data when reviewing the evaluation is the interaction create date or/and resolution date, not the interaction evaluation date as currently shown as default in the evaluation.

    As of now, the 'interaction create date' and 'resolution date' need to be added as custom field. We want the possibility to set the fields as "Standard" for all scorecards and evaluations

    (See support ticket #29227)

    1 vote

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  19. We would like to have the feature to add a template for the agents who file a dispute. The best option is when a dispute is started, the template directly appears in the field to leave the arguments. Thanks!

    1 vote

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  20. We would like to have the Closed Date for the disputes that are completed. This could be added on the Dispute details (when you open them) or as a column on the Disputes table.

    2 votes

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