344 results found
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Track evaluated and skipped agents
Would be nice to have an integrated tracking sheet inside PlayVox. Something where QA can upload names of their agents to a sheet and it could weekly be updated on who was evaluated and who was skipped (due to low resources and holidays). This should be accessible by all QAs for that team (so they can organically split the tasks, cover during holidays).
The workload function has some gaps: covering by other people is complicated, does not track if someone was skipped due to holiday or sickness.
An integrated Excel sheet system with a weekly view of some kind would…14 votes -
% (PERCENT) OF EVALUATIONS PER TEAM MEMBER
Assign not the # but percent of evaluations, like 5% per previous week
1 vote -
Additional Scoring Metrics Within PlayVox
It would be great to have additional scoring metrics within Playvox when evaluating a ticket such as pass rates, numerical scores (0-10), binary scoring options, and star options (0-5 stars).
3 votes -
Spell check
Would it be possible to include a spell/grammar check functionality?
Most QA scorecards have a section for grammar, formatting, punctuation, etc. In the current version of Playvox, there is no spell/grammar check functionality. Furthermore, you are UNABLE to copy the text from the corecard as that click function is to highlight only (unable to copy). The workaround is to leave the tool, go to the original ticket, and then copy/paste the text in a word doc.
3 votes -
Ability to snooze workload for QAs
Ability to snooze assignments or set as 0% so the QA doesn't have to be removed from the workload if they are OOO.
2 votes -
See and filter who the evaluation is assigned to (second evaluator)
In the evaluations listed, see who the evaluation is assigned to, the second evaluator it was transferred to; without having to open the evaluation. And to be able to filter this by Second Evaluator in the Evaluations section.
2 votes -
edit notifications
we would like notification email templates to be editable. This would enable us to trigger specific email notifications to agents or managers or analysts with our own texts at set times.
2 votes -
Allow data export of time spent per evaluation/review/dispute
to track QA productivity and efficiency we'd like to get data insights on how long it takes to complete a task. this insight can be used to track KPIs and optimisation.
2 votes -
100% Evaluation
Cannot open a dispute, if there is a 100% evaluation, but quality manager cannot see something, so teamleader re-checked, and open dispute to lower the score.
2 votes -
Reports flexibility and schedule export
It would be wonderful if we could have to ability to have more customization to build our own reports and export them on a schedule. Our analyst team struggles to properly analyze the data from QA because the data points are spread across many different reports. For instance, our analysts award a badge on a weekly basis. To figure who has won the badge for the week, we have to go to reports>agents, then look through every agent, one agent at a time to find the highest score. We should just be able to look at one page with all…
14 votes -
excel naming convention
the evaluation export function creates excel spreadsheets with very long naming conventions. If you pull the same report a few says later, it has the same name. Excel cannot have 2 workbooks open with the same name. please can each unique download be given a unique file name
1 vote -
6 votes
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Report that lists any agents NOT allocated to a workload
We would really benefit from being able to run a report to confirm any agents that are NOT allocated to a workload.
It is confirmed via User Management if an agent is assigned to an active workload, so there is some kind of link of this data in the system.
Going forward and extension to this request would be to be able to export a report that lists all agents and what workloads they are allocated to.
4 votes -
Blind Audits
Hide the name of the agent during the Evaluation process, as this will reduce the bias between Monitor and Agent.
8 votes -
Show Evaluation info inside Dispute
Would like to be able to view the evaluation that came from the dispute within the same tab itself in order to recall the interaction versus having to open another tab and toggle between both.
12 votes -
Quality reports add custom fields as filters
To use user and scorecard custom fields data as reports filters
Poder tener reportes por cada custom fields que fue creado en las Scorecards. Actualmente queremos identificar los resultados de QA por cada uno de los productos que tenemos (15), pero actualmente toca crear una scorecard por cada producto.
Report on Agent activation date. Option to filter in QA report by activation date. Benefit: This would give great insight into tenured vs new hires and their impact on quality scores. It might also be useful in Coaching to ensure new hires get the necessary amount of feedback
21 votes -
Ability to use decimals in a workload for QA assignment
We need the ability to use decimals when dividing the estimated volume to QAs in a workload. I.e. Currently, if you have 5,000 interactions estimated to be divided among 100 QAs the difference between the allocation of 1% (50 interactions) and 2% (100 interactions) is not providing a fair distribution.
5 votes -
Scheduled Scorecards Publishing
It'd be great if we can schedule when a new scorecard will be published and the previous version archived. This can help us to avoid having multiple excel files in a work week when exporting the data.
1 vote -
See if evaluation was read OR when evaluation was signed
An agent can choose not to sign an evaluation, but it would be good to know if at least the opened it once and read it.
If he decides to sign it, it we be good to see when the evaluation was signed (ex: 2 weeks after the evaluation was sent to him, or the next day?)
We can see in the activity log this info, but only if we manually go into each evaluation.
3 votes -
See the drafted version of the evaluation they started earlier on the actual workload
Whenever the analyst is completing a workload, the client would like to see the drafted version of the evaluation they started earlier on the actual workload without needing to go to the "draft" tab. Also, to avoid confusion the client would want to have only one draft per ticket/ evaluation and not multiple for every time he saves that same evaluation as a draft.
5 votes
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