328 results found
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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 -
Agent performance by question group, not just section
Currently, we can pull individual agent reports on the scorecard section, but not by question group. It would be great for us to export this easily instead of needing to export all evals individually and then work with the data to get the information we need.
2 votes -
Filters not saved
Save Filters when opening another page. Like i put published only here - https://flmst.net/s/8FZENqTjDAW4jYe/preview
And when I go to another page another appears https://flmst.net/s/KwmdnA2KNqLdEon/preview It is really annoying, as I not need them but still can see.1 vote -
Email notifications for comments on audits
We would like to receive email notifications when an agent adds a comment to their evaluations so they don't miss them amongst the other notifications.
3 votes -
Active Users for Signed Evaluations
Currently finding that when we run a report on all of our signed evaluations, it includes agents that have been removed from the platform that are no longer with the team. We are hoping for a way to pull a list of unsigned evaluations and have it only be current active users.
4 votes -
Connect Coaching to Disputes
To be able to do a coaching session on specific disputes while in the dispute process. This will allow the arbitrator or admin to be able to discuss more quickly the specific issue or dispute that occurred.
8 votes -
Dispute add time frame for arbitrator to review
Set a rule for arbitrators to have an specific amount of days to review an open dispute
14 votesExciting News: Your Idea in Action!
Your input is shaping our product, and we can't wait for you to experience this enhancement firsthand! 🚀
Karina from Product
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Large Team Workload Automations
Create a more efficient way for larger groups of analysts to be updated & managed within workload creation & edits as team changes happen
6 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.
5 votes -
Having a new variant for "fail all".
Having a new variant for "fail all". This new option would show the QA score for the agents but still indicate that the evaluation is not approved. example: The agent fails because a critical mistake was made and the evaluation is not approved. It shows that the agent scored 0/60 points but they still get a QA score to indicate how they are doing overall.
We believe this would be a benefit for agents as it gives them something to measure their performance against, even if there has been a critical error.
1 vote -
Ability to coach within Playvox for analysts
A format for coaching between experts and analysts. One idea that would be helpful is a way for analysts to request support/coaching with an evaluation and the expert being able to provide guidance on how to score within view of the scorecard/evaluation; overlaying how the expert would score real time. Making the expert notes viewable only by the current analyst + others with analyst role + team leaders. And a way to be able to track these supported evaluations as data + note reasons the coaching was initiated by analyst.
Currently these escalated reviews of evaluations and how to score…2 votes
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