344 results found
-
Permission for team members to see the team's evaluations without being a Team Leader
We've got a request that the agent wants to see the evaluations of another agent for improvement. However, it can't be done in the current setting without putting the whole team in the Team Leader in the 'Teams' setting.
2 votes -
Dispute chat
It would be nice to directly chat with the agent from the Dispute tab. In our company the Disputes are solved by a 3rd party and not the initial analyst. That's why communication between the 3rd party and the agent would be amazing.
2 votes -
Pull reports on evaluation time, average time, time per analyst.
We can export evaluations from the quality tab which also exports the evaluation time however this is not formatted in a way that we can easily see the average evaluation time per analyst. This is really important when you have a whole team of analysts and need to see some clarity on how they manage their time especially if not meeting their workloads.
10 votes -
Custom field topic/question filter selection
Please add an option in the custom field filter to be able to select the question/topic and show the report of this question/topic. Now we need to add one-by-one answers.
2 votes -
Allow more than 1000 interactions when sampling by quantity
"Create the Total Sampling Using: Quantity" sampling does not allow a number bigger than 1000
3 votes -
Remember filter settings when going back to the page.
Do not reset the filters when revisiting the page. For example in Dispute Reports, when I review the dispute it opens in the same tab. When I go back to the previous page it resets the filter and have to redo them. This behavior is also inconsistent across the platform as some pages do remember filter settings.
2 votes -
Edit Internal Notes
Currently, there is no option to edit internal notes submitted on evaluations. If we want to edit them, they need to be submitted again with the correct text and this might cause confusion with our agents.
2 votes -
interactions - description field
Description in Response history looks different from response history in the interactions:
The description in the interactions displays with the descriptions style : spaces\ new lines\ bold text and more1 vote -
List assigned evaluations in chronological order
Evaluations assigned via workloads should be showed to Analysts in chronological order, with older first and newest last. If we do weekly evaluations, then the time gap between ticket resolution to evaluated can be up to 13 days.
Ex.
Ticket resolved on Aug 1st, 2022
Ticket assigned to Analyst on Aug 8th, 2022 via workloads.
Analyst evaluates ticket on Aug 14th, 2022.2 votes -
Enable filtering by excluding certain teams / scorecards
Currently you can only filter results by selecting the teams / scorecards you want to include. However, when we want to see results of all teams / scorecards except for one, then we have to select all the teams except the one we want to exclude. We need an option to exclude teams / scorecards from results.
2 votes -
Option of replacing completed evaluations with Expert feedback/score after calibrations
Currently, when reviewing the outcomes of calibrations, they may result in score adjustments to the original evaluation and it is a manual action taken right now. If we could have a button as an option to replace the original evaluation score with the expert's updated feedback/scoring and have a banner that it was updated due to calibration #, that could potentially be more efficient. Ideally keeping the original evaluation timestamp/date/analyst associated with it.
4 votes -
Separate Evaluate the Analyst data from Calibration data
The two are processes are not the same and should not reside and recorded as the same type. Evaluate the Analyst and Reviews data should be combined into one process.
2 votes -
Workload - Interaction ID
Allow the Interaction ID field to display as it is set in the filter. If you set to display the case number, it shows the case number on the workload interaction and not the interaction ID.
2 votes -
Shortcuts
Need to add shortcuts to the system to the feedback section.
Like I have a list of comments and now I am coppasting them from the doc, and what to add there https://flmst.net/s/aKxZaHrT3txcAnk/preview
https://flmst.net/s/fCrM4GB7kjgEBMp/previewIn check box there is opportunity to add only 22 symbols (or smth like that)
1 vote -
Tracking when accounts were deactivated
Ability to report on when accounts are made inactive. This has been a request from our security team to be able to confirm when certain accounts were deactivated to prove we acted on the request in a timely manner (ie users whose roles gave them a high level of access to the system) I can access info via an API as provided by Nelson but I need to be able to search by user name and show who deactivated and when.
3 votes -
New type of sampling -> Percentage or exact number of evaluation by team
We'd like to have an additional type of sampling function based on the "Percentage or exact number of evaluation by team", not by team member or by filter as these are the options available now.
6 votes -
Feedback Options
Point Value scorecards have an option to add checkboxes for each score (unable to provide screenshot stating file is not supported - JPEG, PNG, GIF, HTML tried all)
These are a great way to tag behaviors based on the score and help analysts/supervisors see what behavior lead to that particular score. However, these checkboxes are not trackable in reporting and does not export easily to track these behaviors.2 votes -
The ability to change the scorecard in an evaluation.
For example, to change the scorecard from mail to call during an evaluation.
4 votes -
Export reports of scorecards
It would be nice if we can export reports of scorecards (e.g. "Select report" --> "Coaching opportunities by question").
2 votes -
Filter by Intercom teams / groups
The ability to filter Interactions in PlayVox by Intercom teams and/or groups. It will be easier to evaluate specific agents and teams.
6 votes
- Don't see your idea?