344 results found
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Custom Workload Schedule
I would like to be able to have custom schedules for Workloads. Specifically, I want to be able to set a custom range on the life of the workload but still maintain the workload is issued on a set monthly date.
I have 2 different types of evaluators, the first being a team supervisor who I would like to designate they complete their Workload in weeks 1 through 3 each month with their Workload assigned monthly on the 1st of the month. The second evaluator type being manager level who complete their evaluations weeks 3 and 4, but their Workload…
1 vote -
Enhance Workload Reporting
We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.
5 votes -
Delete comments in evaluations
We need to be able to delete comments made in evaluations
2 votes -
Auto detection of duplicate interaction ID (for Standalone workload)
For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.
2 votes -
Need to have Workloads option for Coaching
Workloads is a great idea for in platform management of assigning QA work assignments for evaluations. Our business work flow also includes mandatory 1 on 1 manager level sync conversations monthly for the each staff person.
It would be a great value add to have Workloads as a feature for coaching so as an admin I can create the monthly 1 on 1 Workloads for manager personnel and track participation/completion to meet with their direct reports for these sync meetings that QA performance review is part of the agenda of.
With me not being a people manager of the full…
1 vote -
Redirecionamento de página
Sugiro que, após enviada uma avaliação de uma carga de trabalho, a página seja redirecionada a avaliação preenchida, e não a carga como está sendo feito. Como prática do meu time, é realizada uma pequena revisão na avaliação após enviá-la, além de serem feitas anotações em um documento a parte referente aos pontos de melhoria e de atenção identificados nestas avaliações. Com o redirecionamento para a página das cargas de trabalho, os meus analistas estão perdendo um tempo extra tendo que ir até a página de avaliações, localizar a avaliação enviada, abri-la e realizar as ações que citei acima. Isto…
1 vote -
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 -
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
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