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  1. Due to how we manage our international business on Playvox, we assign many 'Team Leaders' to a team so they are able to see the reporting for that team.

    However as this has to be done manually across many many teams, it is becoming a very time consuming job to update and maintain.

    Would it be possible for there to be a way to update the team leaders assigned to a team via a bulk csv upload?

    1 vote

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  2. The new Analyst Report is great but we are missing Disputes per Analyst and also how many of those Disputes per analyst were accepted or rejected.
    This will give insight into accuracy of evaluations and can help with coaching of Analysts.

    4 votes

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  3. Allow option to export completed calibration score. This should include both score of all participants and coaching commentaries.

    3 votes

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    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  4. We use an external analytics tool in order to do all deeper dives into advisor and scorecard developments, etc... The problem we currently face: we evaluate some advisors in ENGLISH, others in GERMAN - thus, we use two different scorecards, meaning we have to merge the results of BOTH SCORECARDS in order to get a full picture of what is happening.

    It would be AMAZING if Playvox gave one the option to create a PARENT Scorecard with CHILD Scorecards for translations into different languages - meaning regardless of which language I am evaluating in, ALL results are merged for export…

    1 vote

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  5. It would be convenient to be able to designate a unique TL for each agent as we currently have agents working under the same team manager but managing different products

    1 vote

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  6. Possibility to check the same mistakes the agents make inside the evaluation and deduct more points.

    2 votes

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  7. right now the new quality reports beta feature is good but we can't share out custom reports (even though it says "Here you'll find custom report views to be reused or shared with your team" in app), would love to be able to share this feature!

    1 vote

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  8. We have several scorecards for different channels, but some statements are the same across all scorecards (e.g. "Was the agent friendly?"). We are currently combing all data into an big excel sheet to get an overall picture because that's not possible in Playvox. We would have to select each scorecard separately and look at different results.

    It's possible for us with Insights as well, but we would really like a similar "out-of-the-box" feature.

    3 votes

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  9. 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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  10. There is no second's information in the time stamp of the texts communicated in FreshChat and Salesforce discussions. By this, The quality team will not be able to obtain accurate results when analyzing criteria like active listening and holding time. If at all possible, the information from the second's conversation should be added to both platforms.

    1 vote

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  11. 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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  12. Have the option in Playvox to disable the 'evaluate' button for all tickets that had been 'evaluated' so te customer (Message Media) can avoid duplicate evaluations in the future.

    2 votes

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  13. 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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  14. Currently QA Leadership (i.e. Admins, Super Admins) is not notified when a dispute is submitted, but they assign arbitrators and review submissions. Adding notifications for them is important for timely management of disputes.

    8 votes

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  15. Enable the option to edit multiple scorecards by create always a new tab when clicking the edit button

    1 vote

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  16. Can we have a Dispute functionality enabled for the Evaluate the Analyst workloads? This would help the Analyst to Dispute their evaluation with the evaluator and seek for score change.

    14 votes

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    Acknowleged  ·  2 comments  ·  Disputes  ·  Admin →
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  17. The user can set the percentage that triggers the coaching session recommendation

    Options to trigger the coaching recomendation:

    Question or section score
    critical fail

    5 votes

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  18. 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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  19. 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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  20. In order to be able to get more information from the evaluations report, it would be great to add the specific 'vertical' and 'contact reason' of the ticket that's being evaluated, on the scorecard information (same place where we see the agents name, the TL, interaction number, etc.)

    3 votes

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