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Improvements to our Quality product

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326 results found

  1. text box field in scorecard

    It would be beneficial to add a text box field on a scorecard in which formatting is allowed for the text. This would be helpful to create a checklist/task to perform for certain questions.

    The question description field currently in place in Playvox, does not allow us to edit the format for the text body.

    1 vote
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
    How important is this to you?

  2. Add ability for the user to see calibration completion date

    Currently the only way to find when exact calibration was completed_at is only through the API.
    Given that this field is used by the system to find calibrations over a period of time, it would be extremely useful to have it visible in the system

    1 vote
    Acknowleged  ·  0 comments  ·  Calibrations  ·  Admin →
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  3. Create filters from reports in salesforce

    currently, you can only create filters based on fields in a task/event/case or Live chat in salesforce. Being able to link filters to tasks in reports in salesforce will help create more targeted evaluations (while still random and objective) without having developer work done to add and remove fields from entities.

    1 vote
    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  4. Quality filter visibility by user role

    3 votes
    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  5. Option for the scorecard sections to be collapsed when opened for evaluation

    Consider adding an option for the scorecard sections to be collapsed when opened for evaluation. This makes the scorecard well-ordered and saves time for the QA Analysts from scrolling through each sections, especially for the sections containing multiple questions. In practice QA Analysts are well-aware of all evaluation criteria and there's no need to look into every single question.

    2 votes
    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  6. Deactivated agents in evaluation tab filter view

    When an agent is deactivated, although the results are still available on the platform it is no longer possible to filter by that agent on the evaluations page and easily find the information.

    1 vote
    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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