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327 results found

  1. Display interaction name and date in the evaluation list

    Hi Team,

    In the current evaluations tab, the headers are not sufficient for our users to identify the characteristics of those evaluations. We need more information on this tab. So far, there are filters for the custom header fields we created for the scorecard, but it is not convenient for users as every single time, they need extra steps to find a particular interaction.

    For example, can we display the interaction date, interaction name, and some other variables there according to the metadata we want to see by default?

    Another option is for Playvox to capture the metadate of the…

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
    How important is this to you?
    Acknowleged  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Hi!

    Thank you for sharing your ideas with us! 

    Your idea will be carefully evaluated. If it gains traction, it could significantly influence our development roadmap.

    Thanks for being a valuable part of our community. 

    Karina from Product

  2. Unlock the permission for the custom fields to be available for other roles and all reports

    Hi Team,

    Can you add filters for the custom fields from our scorecards(Channel, Language, Issue Type, Primary Issue, Rating, Query type, RCA) to the Section, Question, Analyst, Team, Agent reports, and Quality overview reports?

    We have that available on the 'Scorecard reports', but this is not available to everyone except for admin and super admins users.

    Basically, We need the reports to be very flexible for everyone who is using it.
    Use case:
    We are able to see the performance per custom field, and compare performance across different channels, languages, issue types, and primary issues, etc. in one go, without…

    1 vote
    0 comments  ·  Reports  ·  Admin →
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  3. Auto-capture metadata for interactions in the evaluation stage

    Hi team,

    We need the system to be able to auto-fill some of the objects that are listed in the "Info" of an interaction, so we don't have to manually fill them in the scorecard every time we perform an audit.
    This is important as it helps reduce the users' manual input for all evaluations and can significantly save their time considering the total amount of evaluations they do in a month.

    The info contains original data from an interaction that we pushed to Playvox, and the evaluation form has the same or similar names in the custom fields to…

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
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    Planned  ·  AdminKarina Ceron V (Product manager, Playvox) responded

    Exciting news! 🎉

    Your idea is now officially on our 2025 Q3 roadmap.

    We’re thrilled to bring your vision to life and deeply value your contribution.

    Stay tuned for updates as we make it happen! 😊

    Karina from Product

  4. Have the ability to recover deleted evaluations or Archive

    There is no option to undo the deletion of samples, making accidental deletions permanent and risking critical data loss.

    1 vote
    0 comments  ·  Evaluations  ·  Admin →
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  5. 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
    0 comments  ·  Workloads  ·  Admin →
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  6. 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
    0 comments  ·  Settings  ·  Admin →
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  7. 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
    0 comments  ·  Workloads  ·  Admin →
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  8. 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
    0 comments  ·  Workloads  ·  Admin →
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  9. 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
    Acknowleged  ·  0 comments  ·  Interactions  ·  Admin →
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  10. [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
    Acknowleged  ·  0 comments  ·  Workloads  ·  Admin →
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  11. 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
    Acknowleged  ·  0 comments  ·  Automations  ·  Admin →
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  12. 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
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  13. 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
    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  14. 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
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  15. 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
    Acknowleged  ·  0 comments  ·  Filters  ·  Admin →
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  16. 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
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  17. ''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
    Acknowleged  ·  0 comments  ·  Scorecards  ·  Admin →
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  18. 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
    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  19. 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
    Acknowleged  ·  1 comment  ·  Evaluations  ·  Admin →
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  20. 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
    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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