Settings and activity

47 results found

1. In calibration session, be able to decide what the correct answer is per criteria & select the answer for reference down the track

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   Deniece Burton supported this idea  ·  July 14, 2022

2. Option of replacing completed evaluations with Expert feedback/score after calibrations

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   Deniece Burton supported this idea  ·  July 14, 2022

3. Calibration score based on complete evaluations in a calibration session

   6 votes

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   Under Review  ·  1 comment  ·  Quality » Calibrations  ·  Delete…  ·  Admin →
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   Deniece Burton supported this idea  ·  July 14, 2022

4. Report that lists any agents NOT allocated to a workload

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   Deniece Burton shared this idea  ·  July 13, 2022

5. Workload connected to multiple filters

   22 votes

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   Under Review  ·  2 comments  ·  Quality » Workloads  ·  Delete…  ·  Admin →
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   Deniece Burton supported this idea  ·  July 13, 2022

6. A report to list all agents that have NOT be evaluated within a given time frame

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   Deniece Burton shared this idea  ·  July 11, 2022

7. Evaluations increase or decrease based on QA score

   8 votes

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   Deniece Burton supported this idea  ·  July 11, 2022

8. Remove inactive agents from workload

   14 votes

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   2 comments  ·  Quality » Workloads  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminKarina Ceron V (Product manager, Playvox) responded

   
   

   Deniece Burton supported this idea  ·  July 11, 2022

9. Dashboard with overtall data of agents

   5 votes

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   Deniece Burton supported this idea  ·  July 11, 2022

10. Set call duration between two times, for example between 30-360 seconds if we want to target shorter calls but weed out voicemail

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    Under Review  ·  5 comments  ·  Quality » Filters  ·  Delete…  ·  Admin →
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    Deniece Burton supported this idea  ·  July 11, 2022

11. Track evaluated and skipped agents

    12 votes

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    Deniece Burton supported this idea  ·  July 11, 2022

12. Tracking when accounts were deactivated

    3 votes

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    Deniece Burton shared this idea  ·  June 29, 2022

13. Add the ability to approve or remove the ability to skip interactions in WL

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    Acknowleged  ·  1 comment  ·  Quality » Workloads  ·  Delete…  ·  Admin →
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    Deniece Burton supported this idea  ·  June 29, 2022

14. Mandatory Dispute Categories

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    Acknowleged  ·  1 comment  ·  Quality » Disputes  ·  Delete…  ·  Admin →
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    Deniece Burton commented  ·  May 23, 2022  ·  Edit…  ·  Delete…

    This would be very helpful to us, as out reporting is reliant on the categories and if one is not assigned it devalues to reporting we can build.

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    Deniece Burton supported this idea  ·  May 23, 2022

15. Dispute add time frame for arbitrator to review

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    Acknowleged  ·  1 comment  ·  Quality » Disputes  ·  Delete…  ·  Admin →
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    Deniece Burton supported this idea  ·  May 23, 2022

16. Disputes - Change the name or add an option to make the function seem less negative / extreme

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    Deniece Burton supported this idea  ·  May 23, 2022
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    Deniece Burton commented  ·  May 23, 2022  ·  Edit…  ·  Delete…

    Totally agree with this suggestion. The whole language used throughout the Disputes section is very negative: dispute, arbitrator, rejected etc.... it creates the impression that the agent need to argue/dispute their score...
    I would support a change to a more positive/collaborative use of language such as review or appeal instead of dispute, reviewer instead of arbitrator etc.

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17. Use different term than "Rejected"

    6 votes

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    Deniece Burton commented  ·  May 23, 2022  ·  Edit…  ·  Delete…

    I agree with this, as per my comments on another suggestion. The language used throughout disputes is very negative and confrontational.
    I like Ian's suggestions of Overturned and Upheld.

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    Deniece Burton supported this idea  ·  May 23, 2022

18. Level 2 Dispute

    9 votes

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    Deniece Burton supported this idea  ·  May 23, 2022

19. Track Deleted Audits

    3 votes

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    Deniece Burton shared this idea  ·  May 18, 2022

20. Send announcements to multiple teams

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