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  1. We need to discover how choosing more than one filter will work with the sampling

    Workloads : Multiple Filters.Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable. Also, some of our agents work on calls, chats and email. By creating 3 workload, we evaluate some of them more than the scheduled evaluations number to reach.

    Assign multiple filters to a Workload to capture omni-channel tickets. (Chat, email, phone). Current work around is to create a workload for each channel. Not scallable.

    Two parts.…

    28 votes

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    Started  ·  2 comments  ·  Workloads  ·  Admin →
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  2. To help pickup any agent missed as part of the evaluation process (if workloads are used or not) we really need a report that we can export that will list all agents that have not been evaluated within any given timeframe. At present we have to run several reports and copy and paste a list of names that have zero evaluations which is time consuming. You clearly have this data as its available for us to view in Playvox, it would be amazing to be able to export this data!

    4 votes

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    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  3. Right now it's not possible to audit the logs for all evaluations at the same time, there's no visibility. We have to access each individually, and it's not scalable for reporting.
    This could be fixed by implementing the possibility to export the logs, or at least view them, much like we export evaluations or view Audit logs for account creation.

    5 votes

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  4. 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

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    Acknowleged  ·  2 comments  ·  Other  ·  Admin →
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  5. Assign not the # but percent of evaluations, like 5% per previous week

    1 vote

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  6. 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

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  7. 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

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    Acknowleged  ·  1 comment  ·  Scorecards  ·  Admin →
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  8. 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

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    Acknowleged  ·  1 comment  ·  Workloads  ·  Admin →
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  9. 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

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    Acknowleged  ·  2 comments  ·  Evaluations  ·  Admin →
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  10. 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

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    Acknowleged  ·  0 comments  ·  Automations  ·  Admin →
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  11. 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

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  12. 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

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    Acknowleged  ·  0 comments  ·  Disputes  ·  Admin →
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  13. 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

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  14. 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

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  15. 6 votes

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    Under Review  ·  6 comments  ·  Filters  ·  Admin →
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  16. 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

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  17. Hide the name of the agent during the Evaluation process, as this will reduce the bias between Monitor and Agent.

    8 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  18. 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

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    Acknowleged  ·  1 comment  ·  Disputes  ·  Admin →
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  19. 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

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    Planned  ·  3 comments  ·  Reports  ·  Admin →
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  20. 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

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    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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