Settings and activity
15 results found
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1 vote
An error occurred while saving the comment -
2 votes
Paulina Restrepo
shared this idea
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3 votesPaulina Restrepo
shared this idea
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2 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey Alex,
Thank you so much for this feedback and for reaching out!
I'd love to have a better understanding of your needs and what you're mentioning below.I'm located in Colombia, and if possible I'd would love to meet for 15-20 minutes this week!
Let me know if we can make it happen :)
I'm looking forward to hearing back from you!
Pauli.
An error occurred while saving the comment Paulina Restrepo
commented
Hey! This idea has been covered with the new "reprocessing late interactions" feature.
Whenever you find that an assignment couldn't find any or found fewer interactions than expected to evaluate, you can click on "Reports" for that specific workload, click on the actions option found within the active assignment, and reprocess the workload to look for more interactions that meet the required criteria!
Let me know if this serves as the solution for this idea!Looking forward to your comments :)
- Paulina -
3 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey Lisa!
Thank you so much for your feedback, this information helps us a lot! However, I'd love to meet with you to have a better understanding of your needs and figure out a way to fully solve them!I'll reach out through email!
Regards,
Pauli. -
3 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey!
In order to fully understand your needs, may I ask if "opportunities" are categorized as a field or an entity within your Salesforce integration?
Looking forward to hering from you :)
Pauli.
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4 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey!
In order to understand your needs deeper, I'd love to know if
1. These "conversation types" or "user queries" are already created as a field within your integration.
2. You are currently using multiple integrations! Would you need this field to be available when creating filters with all of you curreng connectorts?Looking forward to hearing back from you!
Pauli :)
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1 vote
An error occurred while saving the comment Paulina Restrepo
commented
Hey!
May I ask if the "contact reason" is a field or a category wihtin Intercom?Thank you for your help :)
Regards,
Pauli.
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2 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey,
Could you elaborate further in this need?Thank you so much!
Warm regards,
Pauli :) -
21 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey!
When navigating the new quality reports experience, the scorecard report will let you filter by the scorecard header custom fields and the user custom fields as well! The rest of the reports found within the new quality reports experience will let you filter by user custom fields as well!Does this feature solve your needs?
Let me know your thoughts and feedback on it :)
Warm regards,
Pauli!
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6 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey,
I'm Paulina from the Playvox Product team. I'm reviewing this request and believe this is now available when completing evaluations!
However, could you please confirm to make sure is working as expected?Looking forward to your response!
Pauli :)
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4 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey,
I'm Paulina from the Playvox Product team!We have been discussing and analyzing this idea within the team but we want to ensure that this new feature and solution aligns seamlessly with your needs. Your experience and perspective are crucial to us, so I would love to hear from you and have a better understanding of the use cases and challenges you are currently facing. We are committed to providing solutions that genuinely enhance your team's workflow, and your input will greatly contribute to delivering an accurate and efficient solution.
Looking forward to hearing back from you all :)
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4 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey,
I'm Paulina from the Playvox Product team!We have been discussing and analyzing this idea within the team but we want to ensure that this new feature and solution aligns seamlessly with your needs. Your experience and perspective are crucial to us, so I would love to hear from you and have a better understanding of the use cases and challenges you are currently facing. We are committed to providing solutions that genuinely enhance your team's workflow, and your input will greatly contribute to delivering an accurate and efficient solution.
Looking forward to hearing back from you all :)
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10 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey,
I'm Paulina from the Playvox Product team!We have been discussing and analyzing this idea within the team but we want to ensure that this new feature and solution aligns seamlessly with your needs. Your experience and perspective are crucial to us, so I would love to hear from you and have a better understanding of the use cases and challenges you are currently facing. We are committed to providing solutions that genuinely enhance your team's workflow, and your input will greatly contribute to delivering an accurate and efficient solution.
Looking forward to hearing back from you all :)
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3 votes
An error occurred while saving the comment Paulina Restrepo
commented
Hey!
When navigating the Quality settings module, you can enable the option to "Allow users to skip an agent's last interaction in their Workload assignment". If this permission is enabled, evaluators can skip the last interaction found for an agent, and it won't be replaced because it is the last interaction that the system found for that specific agent that meets the criteria set in the QA filter and Workload settings. Otherwise, if the permission is not enabled, evaluators won't be able to skip the last interaction found for that specific agent. However, if the system has found more interactions associated with that agent, meeting the criteria required for the workload, evaluators will be able to skip the interaction and another one will be brought to the assignment to replace the skipped one.Also, the "Skip Interactions in 'Evaluate the Agent' Workloads" and "Quality Settings" help center articles can guide you through these different options and scenarios!
Please let me know if this explanation meets what you're looking for in this idea!
Hi Javier!
We have "categories" under the calibrations module. You can create as many categories as you want and associate each calibration session to any of your categories. Afterward, you can filter by these categories in the calibrations reports.
To create and manage your categories, go to the general settings > quality > calibrations.
Is this feature a fit for what you're looking for?
Let me know :)