327 results found

1. Associate scorecards with specific workloads

   Hello team! I would like to pitch the idea to have the option to "assign" scorecards to specific workloads. Let's say the workload is our "Phone assignment" and I would like to automatically select the "Phone scorecard" for any interactions selected through this assignment. Conversely, the "SMS/Email assignment" can have the "SMS/Email scorecard" auto-selected so analysts don't mistakenly select the wrong scorecard when they are associated with the same teams.

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi there!

   Thank you for sharing your idea with us! 

   We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

   We appreciate your contribution to our community.

2. Contact Reason Reporting

   I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by when reviewing our reports. These tags include contact reasons, inbound or outbound interactions, contact method, task type, etc.

   I would like to create the option to filter by contact reason or interaction description. Either that or have the option to export the metadata that we bring in from Salesforce before we complete the evaluation. For example, when we bring in an interaction from Salesforce, we're able to see the tags that were used for an interaction but when we start the evaluation and export that evaluation, it only shows us the data from the evaluation itself. We have a "Tags" field when sourcing the ticket that includes multiple pieces of information that could be useful to filter by… more

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi there!

   Thank you for sharing your idea with us! 

   We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

   We appreciate your contribution to our community.

   Karina from Product

3. Add scorecard rubrics into Playvox

   Our company currently has our rubric living in Google Docs. My idea is for us to move our rubric into Playvox so it is easier for Analysts to use and specialists to review as well. This can function like an LMS platform where after marking someone down in a question, we can easily link to whatever bullet point we need to within a scorecard rubric for specialists to review and understand what part of the rubric this error ties into.

   This product feature could live in its own tab similar to the others "Reports", "Scorecards", "Calibrations", "Reviews", "Disputes", "Rubrics". To be clear, scorecards are helpful to create in order to score each audit but a rubric will clearly list out the bullet points that explain what each answer choice in a scorecard question means. For example, in the greeting question we have a "Yes & "No" in the scorecard. The rubric will explain what factors into the "Yes" question (introducing yourself, saying the company name, saying the callers name, etc.).

   Our company currently has our rubric living in Google Docs. My idea is for us to move our rubric into Playvox so it is easier for Analysts to use and specialists to review as well. This can function like an LMS platform where after marking someone down in a question, we can easily link to whatever bullet point we need to within a scorecard rubric for specialists to review and understand what part of the rubric this error ties into.

   This product feature could live in its own tab similar to the others "Reports", "Scorecards", "Calibrations", "Reviews", "Disputes", "Rubrics". To… more

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi there!

   Thank you for sharing your idea with us! 

   We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

   We appreciate your contribution to our community.

4. Possibility to hide evaluations from the Agents

   We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.

   I know we have the option when doing an evaluation to mark if we want to send the notification to agent or not. So our request is more or less similar to this, but not only that we don´t want them to receive the notification (in this case, if they go to their profile, they will see though the evaluation), but we also want to hide some evaluations and to be visible only for the Analyst, Team Leader, Admin or Super Admin roles.

   We need to be able to evaluate agents, and hide only some evaluations from theor view (to be able to select which evaluations to make visible for agents and which not). Therefore, if they check their profile, they wont be able to see the evaluations that we don´t want to. For example: we want to do audits with investigation purpose, but we don´t want to give visibility to the agents so these audits wont have any impact on them.

   I know we have the option when doing an evaluation to mark if we want to send the notification to agent… more

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5. Flexible scoring mechanism

   Hi Team,

   This request is related to the scoring mechanism. In our practice, we use a corresponding rating for a range of scores in our current scorecard, and we would like to have Playvox QM detect the rating according to the total points a particular evaluation gets.

   Here we have attached a screenshot showing how the scoring works for us.

   Thanks, please let us know if it makes sense and if you need more clarification.

   •  

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6. Workloads - Can the number of ticket be editable?

   The number of case should be set as default, or at least we can choose one of them (number/ percentage) separately. We cannot choose number of the percentage only and it doesn't reflect exactly what we want to see.

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7. Select multiple angents in the agent report and multiple teams in the team report

   I'd like to select multiple agents in the new agent report and multiple teams in the team report.
   I'd like to compare the selected items whenever I need to.

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8. Sign evaluation automatically if X days had pass

   Automatically let Playvox sign the evaluation if 30 days had pass and no dispute is open.

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   Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   Hi there!

   Thank you for sharing your idea with us! 

   We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

   We appreciate your contribution to our community.

   Karina from Product

9. Clone Filters

   Clone filters from 1 Playvox instance to multiple instances.

   It will be beneficial to clone filters from 1 Playvox instance to multiple instances.
   Rather than creating filters every time for each instance, it will be helpful if we could clone filters.
   This will save us time and work.

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10. Peer calibration feature for analyst evaluations

    We are looking to implement a peer calibration process where analysts evaluate each other's completed evaluations/reviews to assess scoring consistency and alignment with quality standards.

    The process should involve:

    Selection: Choose a completed evaluation for each evaluator.
    Assignment: Assign other team members to evaluate the same case.
    Comparison: Compare the results to identify scoring misalignments across quality standards.

    Currently, this process is manual and requires significant effort to manage and analyze. We request a dedicated feature in Playvox that allows us to:

    Select and assign evaluations for peer review.
    Facilitate the comparison of results among evaluators.
    Identify and address scoring discrepancies.

    We are looking to implement a peer calibration process where analysts evaluate each other's completed evaluations/reviews to assess scoring consistency and alignment with quality standards.

    The process should involve:

    Selection: Choose a completed evaluation for each evaluator.
    Assignment: Assign other team members to evaluate the same case.
    Comparison: Compare the results to identify scoring misalignments across quality standards.

    Currently, this process is manual and requires significant effort to manage and analyze. We request a dedicated feature in Playvox that allows us to:

    Select and assign evaluations for peer review.
    Facilitate the comparison of results among evaluators.
    Identify and address scoring… more

    2 votes

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11. Ability to display case number instead of case ID in interactions and workloads tabs

    Currently, in the interactions tab and workloads tab within Salesforce, the default reference ID displayed is the Case ID. However, our team primarily uses the Case Number as our reference across all other reporting tools, including Tableau. This mismatch creates additional work on the backend as we have to manually match the Case ID with the Case Number for accurate reporting.

    We are requesting the ability to change the default reference ID from Case ID to Case Number in these tabs. This change would align with our reporting needs, streamline our workflow, and reduce the time spent on manual data matching.

    Currently, in the interactions tab and workloads tab within Salesforce, the default reference ID displayed is the Case ID. However, our team primarily uses the Case Number as our reference across all other reporting tools, including Tableau. This mismatch creates additional work on the backend as we have to manually match the Case ID with the Case Number for accurate reporting.

    We are requesting the ability to change the default reference ID from Case ID to Case Number in these tabs. This change would align with our reporting needs, streamline our workflow, and reduce the time spent on manual data… more

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12. Ability to identify the origin of completed evaluations - the ability to check if the completed case is from a workload or not.

    In the evaluation tab, it would be incredibly useful to have a feature that identifies whether a completed evaluation originated from an assigned workload or from the interaction tab. Currently, there is no clear way to determine where the evaluation was initially triggered, which can lead to confusion and difficulty in tracking the source of evaluations.

    Implementing a feature that tags or highlights the origin of the evaluation—whether it came from a workload or directly from the interaction tab—would enhance clarity and improve the management of evaluations. This would provide evaluators and managers with better insights and allow for more accurate reporting and analysis of evaluation sources.

    In the evaluation tab, it would be incredibly useful to have a feature that identifies whether a completed evaluation originated from an assigned workload or from the interaction tab. Currently, there is no clear way to determine where the evaluation was initially triggered, which can lead to confusion and difficulty in tracking the source of evaluations.

    Implementing a feature that tags or highlights the origin of the evaluation—whether it came from a workload or directly from the interaction tab—would enhance clarity and improve the management of evaluations. This would provide evaluators and managers with better insights and allow for more… more

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

13. Hierarchy - Multi-Site Functionality - the amalgamation of multiple instances into one.

    The addition of an additional permission tier that will allow the amalgamation of multiple instances into one. This will allow reporting at an enterprise level, as we do not utilize any of the current reporting because it is site/instance-specific.

    Brief specifications on how we would like the multi-site functionality to work -

    Permission Tier:
    Sits above the current "Team" level, consolidating multiple Teams.
    Users with Group-level access can manage and compare data across all Teams within the Group.

    Consolidated Reporting:
    Enables reporting across different instances/sites, allowing enterprise-level analytics.
    Group-level users can generate reports that compare performance across Teams and instances.

    Hierarchical Structure:
    Group > Teams > Agents: Groups contain multiple Teams; each Team contains multiple Agents.
    Flexible structure for organizing Teams based on partners, clients, or other needs.

    Role-Based Access Control:
    New roles specific to the Group level (e.g., Group Manager) with appropriate permissions.

    Centralized Dashboard:
    A dashboard for Group-level management, with customizable views and reports.

    Enterprise-Level Reporting:
    Ability to generate and compare enterprise-level reports across Groups and instances.

    The addition of an additional permission tier that will allow the amalgamation of multiple instances into one. This will allow reporting at an enterprise level, as we do not utilize any of the current reporting because it is site/instance-specific.

    Brief specifications on how we would like the multi-site functionality to work -

    Permission Tier:
    Sits above the current "Team" level, consolidating multiple Teams.
    Users with Group-level access can manage and compare data across all Teams within the Group.

    Consolidated Reporting:
    Enables reporting across different instances/sites, allowing enterprise-level analytics.
    Group-level users can generate reports that compare performance across Teams and instances.

    … more

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

14. Customize notifications for calibrations

    It would be great to be able to customise the notifications related to calibration sessions. At the moment this setting is not customisable and every time an interaction is added to calibration session, the participants receive an email.

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

15. Hide questions marked N/A to the agent in the evaluation result page

    We don't want to show the questions marked with N/A to agents on the Evaluations results page. So there's less noise on the page.

    2 votes

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16. Multiple selection when filtering evaluations by scorecard custom field

    When in Quality->evaluation tab we have default filters such as team/scorecard. in these we are able to do multiple selections e.g. selecting multiple teams. However if we want to filter by scorecard custom field we can select only one item. Currently if team needs a quick way how to export specific evaluations based on that field they need to perform multiple selections and then merge the documents.

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17. Multiple Helpshift integration flags

    Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same set of advisors from the multiple Helpshift instances.

    Advisors work on different Helpshift instances and switch between queues or titles based on business needs. Playvox, however, has a limitation where each advisor can be linked to only one Helpshift integration flag. This means an advisor can only have their data pulled from one Helpshift instance in Playvox. If advisors switch from Helpshift A to Helpshift B midweek, Playvox will only pull data from the instance they are flagged with, preventing the evaluation of their cases on Helpshift B. An option to have multiple Helpshift integration or a workaround to have cases to be pulled up for the same… more

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    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi there!

    Thank you for sharing your idea with us! 

    We will thoroughly evaluate it, and if it gains traction, it could greatly impact our roadmap.

    We appreciate your contribution to our community.

    Karina from Product

18. Add a confirmation button

    It would be great to add a second confirmation button that must be acknowledged/clicked before any calibration is officially submitted, rather than just clicking "Send Evaluation" and it is sent right away.

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19. I'd like to see all agents accross all teams and their performancea in the Overview Report

    In the overview report, I'd like to see all agents across all teams and their main KPIs.
    Also, I'd like to export this information, not just from the agents displayed in the graph but the entire list.

    2 votes

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20. Custom Fields on Calibration

    We would like to have the option to include custom fields when creating a Calibration (For example, including a textbox where we can include the Week number to easily filter those calibration sessions), and then they can be displayed on the Calibration details (under summary).

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