344 results found
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expert in a calibration session
The client would want for the expert in a calibration session, to see the answers of all the participants in the session before he sends his own evaluation.
2 votes -
Disputes report
Disputes - Report on Trends
On Disputes report, show Original and New Score
In the Dispute, Quality functionality- would it be possible to display reporting on what 'closed' disputes were deemed 'valid/invalid' by the arbitrator? And create coachings off of the valid disputes?
If multiple points of an evaluation were disputed ie. in different or the same sections of the dispute and were deemed valid while others were not, there would have to be a display of these details as well.
It would also be ideal if the dispute functionality could connect to the coaching functionality so that if a…10 votes -
Question description UI is difficult
Having the question description only show up while hovering over the "?" is terrible. It should be visible at all times.
3 votes -
Reporting filters for Review stats
Include further filters in the reporting of review stats (by analyst, team, etc.)
2 votes -
Dashboard with overtall data of agents
There is currently no dashboard view to get an overall average overview for all agents and all sections. There is also no view to see a team's average section score by month. These are integral for reporting purposes. To be able to quickly and accurately share easy to understand overviews with our Leadership team would save us lots of time. It can be frustrating exporting many different types of reports to get only partial information to build my own report outside of Playvox.
5 votes -
Review Screenshot
Ability to add/upload screenshots on review scorecards. Currently this is not an option
1 vote -
When searching an interaction manually, seeing if it has been skipped in a workload
I often get flagged interactions from other areas of the business, when searching the interaction manually under filters, it would be great if this is assigned in a current workload or was skipped in a past workload.
4 votes -
Add comments on Export evaluations file
Add all comments from the comment box inside the evaluations when exporting that data.
5 votes -
Scorecard Categories & manual rearranging
It would be great if we could create Scorecard Categories!
Example - we have English, Spanish, German versions of the same scorecard - in order to keep things nice and clean, it would be great if we could create "categories" or sections for each language or type of scorecard, etc...
This way, you have all EN scorecards in one section, all SP in another, all DE in yet another, etc.
Similarly, it would be vital for us to be able to manually rearrange the appearance order of our scorecards.
1 vote -
Options in prefilled answers
Is it possible to change the default prefilled scorecard answers? Instead of Positive answers, can we have option where we will be the one to choose? We are working on scaling type of evaluation where there are Exceeding, Meeting and Below Expectations type of rating. We wanted to have the prefilled answers directed to Meeting Expectations instead of Exceeding expectations.
1 vote -
Scorecard hierarchical custom fields
Custom field options triggers options in another custom fields
7 votes -
feedback
Hidden/Internal Feedback Summary/Custom Fields
It would be awesome to have the option of a separate/hidden feedback sections within scorecards only visible to analysts/teamleads/etc. The use for this would/could be:
A. Tagging Teamleads in order to highlight specific concerns, etc. without the agent seeing our comments.
B. Easier tracking of specific trends or issues. Example: using either a text summary OR checkboxes/dropdown menus, etc.., one could select/mention what the key areas in need of feedback are.
1 vote -
Make it easier to open Disputes
It's right in front of users to click into the Eval, but you have to scroll all the way to the right and click into a tiny icon to see the dispute itself. Would love an improved UX with a clearer call to action on opening the dispute itself
1 vote -
Do not show "The export process may take some time..." message everytime
The "The export process may take some time depending on the number of evaluations filtered. You will receive a notification when it's finished" message blocks the menubar every time a file is exported. Have to wait for it to clear every time.
The export behavior is also inconsistent on the platform. In some places, the file is directly downloaded whereas others requires us to go through export center.
1 vote -
Analyst ability to adjust interaction setup based on particular preferences
Analyst ability to adjust the case comments and case email in ascending or descending order based on their preference.
Currently the interactions are projected as first email sent and scrolling in order to most recent email at the bottom. This is different from how the case is shown in Salesforce where the most recent actions taken on the case are at the top and the oldest at the bottom.
It would be great to have the option to have analysts change/pick the preference to see the most recent email interaction at the beginning and initial email at the bottom. This…1 vote -
More reporting based on custom fields - for example, trends over time, trends based on section it is attached to..
There is the ability to add custom field selections within the scorecard however the reporting only shows the occurrences - I would like this to show trends of the occurrences over time. Also, the custom fields created do not show as connected to the question it is attached to on the scorecard. For example, we have a process-related question with a department-specific customer field, but the custom feild doesn't relate to the question itself in advance reports.
2 votes -
Feedback summary to be at the top of the evaluation
It would be great for the feedback summary to be viewed at the top of the evaluation so the agent can read the overall summary and then delve into the particulars of each criterion.
3 votes -
Include custome fields under DISPLAY FIELDS in Quality filters
Include custome fields under DISPLAY FIELD.
Incluir el custome field "Numero de Pedido de la PQR" como DISPLAY FIELD dentro de los filtros por Zendesk.
2 votes -
automated workload
The client would like to have automated workloads. Whenever the workload does not get enough samples to match the ones requested when creating it (because no other interactions match the filter and date range requirement), these missing evaluations should be added automatically to the next trigger and therefore complete the quota of established tickets to evaluate.
1 vote -
Do not load any filters after opening "Interactions" tab
Whenever we open "Interactions" under the Quality tab, it automatically loads the first filter in the list, forcing the user to wait until it finishes loading. Especially impacting when users have to go to interaction tab frequently. It should not load filters until a user selects a specific filter.
2 votes
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