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  1. It would be great if we could have a view in the report that actually shows the ranking of all agents instead of only the top and bottom 5. So we can show all the report to our team and see the complete list of results

    1 vote

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    0 comments  ·  Reports  ·  Admin →
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  2. To be able to organize the agents in the workload by alphabetic order so it easier to find them

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  3. At the moment, if we create a coaching session and we put the end date the same day, after we proceed, the coaching still will appear with the end date the next following one.
    It would be good to be able to create the coaching and end it in the same date
    Thanks!

    1 vote

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    0 comments  ·  Coaching  ·  Admin →
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  4. We will need to be able to bring in the workloads tickets from agents that don't necessary closed/solved the ticket, but that they "updated"/ "touched" the ticket at some point.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  5. We would like scorecards to have the option of a second checker but only IF a certain outcome is achieved.
    e.g. if the quality score is below standard, it should go to a second checker

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  6. With the "review the agent" workloads, you are able to reassign the current assignment to other analysts for the same week. Unable to do the same with "Review the Analyst" workloads. Would be great to have that same function

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  7. Instead of having users randomly assigned in a workload, we'd like to see a feature that allows us to exclude certain users. For example, there are analysts who also take calls in these queues but we don’t want them to get assigned to audit themselves.

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  8. Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button

    1 vote

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    0 comments  ·  Scorecards  ·  Admin →
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  9. The MessageMedia team would like to be able to view the hyperlinks when evaluating. Right now they can see these hyperlinks in the interactions tab, but not when they are already in the evaluation evaluating.

    2 votes

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  10. Currently two same interactions will ever be assigned to different workload requests - which makes cross analysis/deep dives not possible. It also limits the sample size (workloads overlapping).

    8 votes

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    Exciting News: Your Idea in Action!


    Your fantastic idea to enhance our workload feature is now being put into action. Your input is shaping our product, and we can't wait for you to experience the enhancements firsthand! 🚀

  11. If the agents are deactivated after the workload runs, the assigned evaluations for the agent still remains in QAs queue. However, QAs cannot evaluate the agent because the agent is inactive.

    14 votes

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    2 comments  ·  Workloads  ·  Admin →
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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

    2 votes

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    Acknowleged  ·  1 comment  ·  Calibrations  ·  Admin →
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  13. Currently, when a review is submitted, the analyst being reviewed does not receive an email notification. Emailing the analyst is a critical way to be able to easily update the analysts, allow them to view their feedback, and synthesize this feedback into evaluations moving forward.

    2 votes

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  14. In the new reports - "Quality Overview" - in "Quality by Score" - Scorecards, have the possibility to see the Av. Qa Score above the bar, and not only when clicking on the bar.
    Customer: MessageMedia

    1 vote

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  15. Possibility to have the "Transfer" button that we have in the Workloads, but also in the Interactions Tab.
    Customer - MessageMedia

    1 vote

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    Acknowleged  ·  0 comments  ·  Interactions  ·  Admin →
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  16. Can we add the number of evaluations/audits/records that have been completed per agent on the Quality Score by section for the Custom Reports? We believe it would be really helpful to see not only their QA average score, but the number of times every agent was evaluated during a certain period of time.

    2 votes

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    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  17. Currently it is possible to submit an evaluation with an anonymous analyst but it applies to ALL analysts (evaluations + disputes) across the board.
    There are specific processes/situations where would be helpful to be able to anonymize the evaluator (like evaluations among Senior QAs and Managers, for example).

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  18. Could you please add an option to create workloads to evaluate the internal comments left on the ticket by a person other than then one handling the ticket?

    Example:

    Person A is handling the ticket on Zendesk and needs help in order to solve the issue so they escalate the ticket. Person B looks at the escalation and leaves an internal comment with instructions or with the solution on the ticket and then Person A continues to solve the ticket.
    We would like to create a Workload to evaluate the internal comments left by Person B, even if the ticket…

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  19. We would like to include the parameters for start time and end time from the api call in the following endpoints:
    https://handy.cloud.agyletime.io/api/schedule/metrics?
    https://api-us.cloud.agyletime.io/performance-metrics/agent/workstreams/user?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics/agents?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams/metrics?
    https://handy.cloud.agyletime.io/api/workactivity/workstreams?
    https://handy.cloud.agyletime.io/api/forecast/forecasts

    We are currently unable to process differences between days during our daily pulls due to the way the data transport team loads data. Normally, they will only upload the JSON response value and without a complete record of the information contained in that value, reporting teams downstream are unable to create accurate time series reporting in our central data environment.

    This is very high priority since it is…

    1 vote

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    0 comments  ·  Other  ·  Admin →
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  20. Hello Playvox Team,

    We would like to have a feature request for the overview of disputes.

    Could we also get a filter overview here, where we can also save the filters without always having to reset them.

    We have noticed that we don't always have a good overview and therefore disputes have not been seen and the deadline has expired without processing.

    1 vote

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    0 comments  ·  Disputes  ·  Admin →
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