287 results found
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Calibration Export Option
Allow option to export completed calibration score. This should include both score of all participants and coaching commentaries.
1 vote -
Workload Team Alignment and Current Week ONLY Contact option
Allow to set up a workload that would allow analyst to focus on a team instead of having a distributed sampling or random agents to evaluated. This will allow the analyst to create a targeted action plan or recommendation for the specific team evaluated.
Also, can we have an option to set up workloads to just focus on current week contacts of the agents instead of pulling data from previous week. This would allow Analyst to draw conclusion on the current behavior captured on that week instead of having to evaluate contacts for past weeks.1 vote -
Items per page
It would be advantageous with respect to time savings if the "items per page" could be locked by individual users instead of having to change it every time they need to find an agent on their workload list - the default is currently 10 Thank you
1 vote -
Ability to force comments when the answer is negative/error.
So that we can choose to make the comment mandatory on certain questions when marking an error. If not possible to do it for just certain questions, it would still help to be able to enable this for all questions when marking an error.
2 votes -
Disable certain in-app notifications
Quality setting that allows to disable in-app notifications to Team Leaders, for every action done by the team members or at least for evaluations submitted. Right now it is only possible to disable email notifications.
2 votes -
Evaluate the analysts: Type of sampling
Allow sampling by scorecard and doesn't require us to select QA Analysts names. Instead workload will pull every QA Analysts who completed an audit for that particular scorecard. Current process is challenging to add and remove QA Analyst for clients with multiple BPOs and sites.
Additionally, Playvox blank out QAs when QAs are removed from the program but not in time to remove them from the workload list. Please see attachment
1 vote -
Saving an evaluation as draft stops time counter
When an evaluation is saved as a draft this should stop the "evaluation time" duration calculator. Leaving an evaluation in draft overnight skews reporting.
1 vote -
Reporting Across Multiple Time Zones
Allow users in a different time zone to report on "Last Month", and "Last Week" data at a default time, without the results being skewed by their local time zones. This will ensure data is being accurately represented across our business without the user having to update their time zone settings each time.
1 vote -
Scorecard permissions split out editing & viewing
When setting permissions for scorecards it's not possible to allow someone to view and not edit. For certain roles ideally, it would be good to allow viewing but be unable to create or edit existing scorecards.
2 votes -
Comments on evaluations tab
Could we add a tab where all the evaluations where comments where made from the agents can more easily be found?
As a Manager and Admin it can be hard to find the evaluations where comments made. Having a feed/tab where these evaluations can be collected and easily filtered through would be a great addition and improvement!
1 vote -
Ability to export data with User custom fields information
User custom fields (such as Site, Vendor, etc.) data from User management can be used to filter audits in the Evaluation tab, but this data is excluded from exports of the data. Having this in the data would be beneficial.
1 vote -
Quality Report Export: Time Stamp
We can view the Date and Time stamp under “Date Created” column but when we export the report, there is no entry for the Time Stamp, only the date shows. Please see attached image.
1 vote -
Analyst Report: Review report should be added
In the new Analyst report, Analysts stats from the Review sections should be added, as there we are measuring the accuracy or Analysts. That way the Analyst report would be more complete: Not only if the analysts performed all evaluations and in what time but also how accurately.
1 vote -
Fail All for Review
Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.
1 vote -
Business intelligence section - not visible for agents
Having the option to add a section to the scorecard that can be hidden from the agent and does not affect the agent Quality score. Purpose of the section would be to collect business intelligence information from the interactions evaluated, like customer feedback about the product or service, procedures that make support difficult or increase customer effort. Together with CSAT surveys this will give extremely valuable insight into the business.
2 votes -
Ability to export data with a single data dump
Currently, whenever we try to download data, we receive a bunch of files with various scorecard names. Could all of the data be contained on a single sheet & tab?
1 vote -
Workload sampling issue: creating the total sample using > quantity
Workload pulls the latest x number of interactions. Based on UAT observations, we've noticed that workload fully sampled ~15 minutes (23:45 till midnight), while ignoring remaining interactions within the 2 day time frame.
We require random sampling to be able to use this feature.
1 vote -
Auto population for all multiple choice fields in scorecard instead of seeing "Select an option"
When we test out scorecards with "Preview", all the first options for multiple choice fields are automatically selected. However, when QAs use scorecards for actual audits, all the fields are showing "Select an option" as default which requires a number of clicks per audit. Is it possible to have multiple choice fields to auto populate the first options?
1 vote -
Ability to search Filters based on Filter title / description in Quality - Filters
Currently it is not possible to search filters in Quality - Filters. We need to check every single page to search for a specific filter. Would it be possible to search filters with the filter names / descriptions?
1 vote -
Ability to edit all fields of "cloned Users" profiles OR Ability to access the original user profile and edit it
We have experienced in the past the following problem: The system allows to create a user profile even if it already exists, this is called "cloned user", however we cannot edit certain fields of the cloned user profile neither can we access the original user and edit from there. Solution: Ability to edit those fields in the profile of either the cloned user or the original user, or inability for us to create "cloned users" (unless cloned users are needed for another purpose).
1 vote
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