Skip to content

Quality

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

301 results found

  1. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  2. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  3. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  4. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  5. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  6. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  7. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  8. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  9. For Dispute, once the case assigned to an Arbitrator gets closed, we do not have the edit access on playvox to change the decision.
    If we need to make changes after closing Disputes, we have to create a new evaluation with the same information and submit a dispute again.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  10. Zocdoc is looking for that when the agent opens a dispute and it goes directly to the original evaluator, it can also flag someone else in the team, in this case a manager.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  11. When you're skipping one chat/ticket in workload, another one is not
    loading instead of skipped one, and that reduce the total amount of chats.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  12. Scenario: There is a team of agents that are evaluating agents from other teams - performing an analyst task.
    Problem: As they don't have a specific team assigned, they are not able to view disputes related to the evaluations they performed/analyzed.

    Solution: The easiest way would be to have an option in the employee role for view dispute for analysed evaluations.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  13. Currently, the analyst distribution step in a workload only lets us distribute a percentage of the estimated interaction volume to be assigned. We need to be able to set a fixed number for each QA analyst to distribute the estimated volume. That way, across multiple workloads every week we can determine their total assignment.

    13 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  14. 1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Settings  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  15. Currently, PlayVox is set up to only allow us to grade the last interaction on a ticket when a workload is sent. For example, for agent "Joe Smith," a workload will only look for tickets where "Joe Smith" was the last one to touch the ticket.

    It would be great to be able to grade other interactions in the ticket as well, such as in the beginning or the middle, and have PlayVox assign those as part of a workload. I would want our QC team to have the ability to grade tickets where "Joe Smith" interacted with a customer…

    5 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Started  ·  3 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  16. Even though every Quality Specialist has a specific distribution rate (%), same analysts have less tickets assigned than others, week after week. Ideally, Playvox would keep an eye on the overall distribution over the time of each workload to ensure that each analyst receives roughly the same amount of tickets to evaluate.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  17. Reports per team should allow drilling down into the actual evaluations, as this is set for Reports per agent. In order to look at the actual evaluations filtered by team trends, we have to export the raw data.

    6 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Started  ·  0 comments  ·  Reports  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  18. When an Analyst enters an interaction ID into a Standalone workload, they should get a visual notification if that interaction is already assigned, evaluated, or calibrated so that they don't unintentionally double up on scoring and interfere with agent's QA averages.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  19. When an evaluator is in the process of evaluating an interaction but needs to pause for another urgent task, the evaluator can select 'Save Draft', however, there is no explicit or clear sign that the time has been paused when they click this option. What could be good is to add a banner of some kind stating time has been paused or how much time has been spent on it so far or when the evaluator selects this option, the page could redirect them to all their evaluations and they can look up their drafts under the 'Drafts' filter. This…

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  20. The current view shows N/A as part of the calculation. Would be great to have a button to exclude 'Not applicable' if needed so that the % of occurrence would show only the % from when the question was applicable.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
    How important is this to you?

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
  • Don't see your idea?