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  1. 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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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  2. 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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  3. 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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  4. Upon submitting an evaluation review, there should be the capability to make edits to it. Currently, if an error is noticed after submitting the review, the only option is to delete it and resubmit a corrected version. However, this results in the original review having already been transmitted through our API call, and when the corrected review is resubmitted, as it has a new ID, this causes both the original and corrected reviews to be stored in our database, leading to inaccurate data.

    Additionally, there should be the ability for our evaluators to challenge evaluation reviews, similar to how agents…

    5 votes

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

    1 vote

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  6. 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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  7. 2 votes

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    Acknowleged  ·  1 comment  ·  Reports  ·  Admin →
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  8. 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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    Acknowleged  ·  1 comment  ·  Automations  ·  Admin →
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  9. 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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  10. 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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  11. 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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  12. 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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  13. 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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  14. 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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  15. 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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  16. Like an Agent Scorecard, please allow a "fail all" type for questions on a Review Scorecard.

    2 votes

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  17. Currently to allow users access to view the Audit logs, they have to be given access to be able to edit evaluations.
    This is causing us problems, as users want to be able to view this, but we don't want these users to have the ability to edit audits, compounded by the fact you can't report on audits that have been edited so we can't even monitor this.

    1 vote

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  18. Please consider adding transcription to audio files. This allows analysts to review longer calls without having to waste time listening to them. If an additional 'Highlighting' feature is added then you can also leave comments and feedback on specific areas of a call. This would be a huge product improvement on the QA side.

    3 votes

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  19. Allow the ability to pull cases for more than 60 days, such as 90 days, so can perform quarterly audits more easily.

    2 votes

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  20. Add Custom option for dates on the Workload Report. Looking to filter by specific time frame or month beyond this or last month.

    2 votes

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