346 results found
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Granular viewing access for Analyst Reviews
An option so individuals can view their own reviews, reviews that have been completed by their peers, but be unable to view reviews completed ON their peers.
To support checks by internal Quality teams on BPO Quality teams.
1 vote -
Same interaction in workflow for different specialists
It would be great if we could allow the same interaction to be used in a workload for multiple Specialists now that we can evaluate any touch on an interaction.
1 vote -
Optional comment section under each feedback option
currently we have 1 comment section under the question. However in many cases we add 1 or more feedback options if the question is failed (in order to have few layers of the issue). Now team needs to put comment in one field and notify to which feedback section it refers. It would save some time and add more clarity if we could have additional comment sections (optional) under each feedback option, e.g. in the att
1 vote -
Confirm changes before save when editing a scorecard
It would be great if when editing a scorecard all the changes were not saved automatically, but there was a Save button to confirm them first.
This way, if you add something accidentally, you will not have to create a new Scorecard to fix the problem.1 vote -
Possibility to hide reviews from analysts (disable bell notifications)
Currently, it's only possible to disable the access of analysts to their own reviews in the reviews tab and to disable their email notifications for reviews. However, analysts are still notified about their reviews via the bell icon on the top right. The analysts don't have access to those reviews, but they know about us doing them.
What we need is to be able to review our analysts' evaluations without them receiving any kind of notification about it. We want to be able to do audits with investigation purposes that don't have an impact on the performance of the analysts.…
1 vote -
Schedule evaluations personal setting
The Scheduled Evaluations feature is great, but currently does not allow for any difference in how it's used in an organization.
Please allow Scheduled Evaluations to be set-up on a user basis, so one evaluator can schedule their own evaluations without affecting anyone elses workflow.
1 vote -
Workload on an analyst level provides agent info
Creating a workload on an analyst level provides tickets of the selected analyst on an agent level. Creating a workload for 2 or more analysts returns a list of agents (to know which analyst is being evaluated we need to open the evaluation window).
What is being returned back is the correct number of cases that need to be checked (in this example, 10), but from the active workload, it is unclear which case belongs to which analyst. Cases selected only show agents who were evaluated in those cases (not relevant).
As the workload is based on Analyst, it would…1 vote -
feedback options to minus points
We are aiming to have one scorecard for all of the areas, when it comes to mistake same action might have one or several mistakes.
The most efficient way on maintaining the scorecard would be to have an option to give e.g. the score to the question - 30 pts, and minus (never below 0) the points that are added next to the feedback options.
With such set up we don't need to create many different questions that might not be relevant to all of the evaluations. This setup would also show the severity of the mistake, it's easier to…1 vote -
reviews
I use the review feature for Audit the Auditor. I would like for when a review starts from the evaluation, once the review has been submitted, even if the scorecard eval was edited, the original score does not change.
Also, is it possible to add an export feature here?
1 vote -
Option for stand alone reviews
Create a standalone review which is not tied to one specific evaluation.
A review is tied to an individual evaluation at the moment. We want to use the review scorecard to combine the results of multiple evaluated transactions or calibrations.
This way, we can use the review to summarize the analysts' performance in one official document, which makes it easier to understand patterns and set focus points.
We already plan to start doing this, with linking the individual calibrations within the review via custom fields. However, the review being linked to one specific evaluation can be confusing for the analyst…
3 votes -
New Custom Field Report
Please add an option in the custom field filter on the report section to select the generic custom field at the beginning of a scorecard [see the image attached as an example]. We now have only the custom fields ERROR/QUESTION-RELATED.
*Scorecard example: https://glovocontent.playvox.com/quality/scorecards/644be57723dbe8d8b8505eab?o=manage
9 votes -
Ability to set 'interaction creation date' and 'interaction resolution date' as standard fields in evaluation
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)
3 votes -
Add the ability to insert GIF into Evaluation Comments
Include the GIF capability in the Evaluation Comment section, next to the upload files and emoji insert.
1 vote -
Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.
Include “numerator“ (0-12, 13-24, etc.) in the “agent”, “analyst“, “scorecard“ and “team“ tabs of the Reports option.
1 vote -
Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).
Provide a filter in reports where it is possible to segregate evaluations by grade or QA range (100%, 90% to 100%, etc.).
1 vote -
Extra workload: Function so that the analyst can generate extra loads for himself
We need to include some function/button where the analyst himself can request the system to generate an extra load, so that when he finishes the workload before the pre-established time, he can autonomously add an extra load for himself to work on it.
1 vote -
Marking an agent as out of office/sick/vacation
After sending a workload that can't be edited, we would like to be able to mark employees if they're on vacation or sick so we can know the reason that the analyst didn't complete their workload, also for future reference as there is no data to prove why this employee hasn't been evaluated.
include columns for start and end dates, as well as the reason for the absence.
6 votes -
Save changes made to filters and list of calibration page
I'm loving the new layout and ability to edit the list of the main Calibration page but it would be great if the edits made to the column size were saved so if we leave the page and come back the changes remain.
Additionally, saving specific filters on any page (reports, workloads, calibrations ... etc) would be helpful.
Can we also bring back the option to 'open in a new tab' when right clicking the view button on calibrations.
1 vote -
Ability to archive custom field or a selection in it
In some cases we no longer need specific custom field or an option in it.
as it has no affect to the scorecard scoring, it would be nice to have an option to archive whole CF or a selection of the CF if the information is outdated.
now if we need to do such change we need to archive scorecard in all pages + launch a new one. It's rather time consuming task to perform for a minor change1 vote -
Reports: monthly comparative error recurrence
Reports: present monthly comparative error recurrence across all views, team, agent and scorecard.
2 votes
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