347 results found
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Weighted workloads
When creating workloads we would like to define the percentage or tickets that would be evaluated for different topics. For example, we would like to create a workload with 60% of the interactions related to orders and 40% to Gigs, however at the moment we have to calculate the number of evaluations manualy and create separate workloads for each of the topics.
1 vote -
Ability to add multiple email addresses for user profiles
We require the use of ea.com email addresses for Okta verification and account security with our vendor/service partners. However, these partners internally use their own BPO email addresses, which they monitor regularly. Currently, Playvox email notifications are sent only to the ea.com addresses, which the users do not view or have access to. As a result, they miss important notifications, such as those related to evaluations and disputes.
We are requesting the ability to add an additional email address field in user profiles to store BPO email addresses. This would allow us to select which email address notifications should be…
1 vote -
Ability to Skip Evaluations in a Sequence When Needed
When reviewing multiple cases for the same analyst/advisor, the current system requires that the first case be fully completed before moving on to the next. However, there are instances where the first case needs to be put on hold, and it would be helpful to have the ability to skip the first case and proceed with reviewing the second one without having to complete the first.
This flexibility would allow for more efficient evaluation management, particularly when additional information is needed for a case that cannot be immediately resolved. Enabling the option to temporarily bypass a case and return to…
1 vote -
Auto-Start Next Evaluation in Workload Sequence Without Returning to Interactions Tab
To enhance the efficiency of the evaluation process, it would be highly beneficial to implement a feature that automatically starts the next evaluation in the workload sequence once an analyst completes the current one. Currently, after completing an evaluation, the analyst has to return to the main Interactions tab to begin the next evaluation. This extra step can be time-consuming and disrupts the workflow.
By auto-starting the next evaluation in the sequence, analysts can maintain their focus and momentum, leading to a more seamless and productive evaluation experience. This feature would streamline the process and ensure that analysts can work…
1 vote -
Add indicator how many interactions there are when apply a filter (or without filter)
Hi Team, we noticed that if there are multiple pages in the interaction page, each page contains 50 interactions. However it is inconvenient to count if the page is not full, or if there's only one page of interactions when some filters applied.
Could you add the numbers there at the bottom of the interactions page?1 vote -
1 vote
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Ability to Create Quality Forms (Scorecard) Without Scores
Currently, we can't perform quality checks in Playvox without assigning scores. However, our quality process doesn't involve scoring agents; we focus on capturing criteria without emphasizing scores. It would be great if Playvox could support this by allowing assessments without associated scores, making it easier to align with our approach and minimizing disruptions.
9 votes -
[Workloads] Missing skipping option for "Evaluate the Analyst" workloads
Add skipping option to "Evaluate the Analyst" workloads. Different use-cases where we would like to not include them in the workload.
2 votes -
Automatic subscriptions
Hello!
The suggestion is that the system allows you to program automatic (mass) subscriptions to evaluations without any comments and with 100% scores.1 vote -
Ability to remove the 'Feedback Section' comment box
We would like to be able to remove the Feedback section comments box, highlighted in red in the image attached, from the scorecard. (NOT the Question comment box, highlighted in green)
1 vote -
Have an CTA in the feedback
I want to suggest to add a call to action button in the notification sent out for an evaluated case when there is an urgent rectification required in the case that was evaluated.
Majority of the times when we observe an error, based on the nature of the error we need to suggest to the specialist that they must revisit the case and make the correction based on the feedback.
However, presently there is no way a specialist/supervisor can distinguish between feedbacks unless the analyst sends a separate notification for that on another platform.Some kind of identifier in the…
1 vote -
Quality Reviews : need to be able to create custom analyst reports and share to user dashboards
I know beta reports are being developed and worked on now, but there needs to be the ability for me as an admin to create analyst and other reports customized for metrics displayed for the analyst(s) selected. And then I need to be able to share or send these reports to selected analysts to have it displayed on their dashboards.
Dashboards needs to be customizable as well for the layout and to remove reports that have no value to that person.
2 votes -
Filter using Satisfaction Date
Allow to filter via satisfaction data from Zendesk. We need this as we report based on satisfaction date for cSAT performance. Currently, we're only able to filter using created date, solved at or updated at date.
1 vote -
New Reports Page
Add a filter option to report the use case by ticket case reason with its rating to determine the top ones with opportunities.
1 vote -
''Set N/A Answer'' as ''action'' to Rules
Currently, you can only select ''Fail Section'', ''Fail All,'' and ''Notify'' options as ''Actions'' if a rule is met in Scorecards. Adding ''Set N/A Answer'' would be a neat addition because some criteria makes others redundant in certain scorecards. This would be great for efficiency.
3 votes -
The ability to click share a completed evaluation with another person.
Once an evaluation is complete, in order for another person to view the evaluation they need to look for it, it would be handy to have a share button so it can be shared.
For example Specialist and Supervisor receive the evaluation. The specialist is being coached by someone else, or a manager wants to look at the specialist's review. Instead of the coach or manager having to look for the review, the supervisor can click share in the evaluation and choose someone else to send it to.
1 vote -
Report and Filter Use Case by Case Reasons
Monthly, the case reason data is necessary for reporting for the following reasons:
(1) Determine which case reasons are Met and Not Met %.
(2) Have visibility on the count and types of evaluated case reasons.
(3) Know the specific areas for improvement by case reasons that our agents needed for a refresher/training, and coaching.**The custom field feature in Playvox does not generate the above-mentioned data report we needed. We are looking forward to the generation of this "feature" option so that we can eliminate manual tracking and report data seamlessly and quickly.
2 votes -
Non-scored questions in audits impact reports
I couldn't help but notice that any answered questions that don't have associated point values (we do this for tracking purposes) will end up skewing the report. It shows up as occurrences in the agent's coaching opportunities when they were answered. In this category, we just want to track if the agent offered the correct value of refund/credit or if they over-refunded or under-refunded (or N/A). We leave the question as a 0 point value since we already capture the adherence to the SOP in their Issue Resolution question. Thanks!
1 vote -
Enable Non-Scored Evaluations
Hoping to add a function within evaluations to toggle an audit to be "un-scored". Essentially, the audit evaluation would still be completed and contain feedback for a specialist to understand how they can improve their QA score but it would not factor into their overall score report.
1 vote -
Workload fulfillment report (Evaluating the analyst & Evaluating the agent)
Provide reports on fulfillment levels of workloads, be it workloads for (a) evaluating the analysts or (b) evaluating the agent.
1 vote
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