New Features:

  • Automatic follow-up detection on coaching sessions.  When a coaching session is created, the system will automatically detect and report on the number of follow-ups a Team Leader does for a coaching session. 
  • Bulk coaching option on QA reports. From the Coaching Opportunities Report, PlayVox Users will be able to create a single coaching session for all agents identified with a specific quality issue or occurrence.  
  • Import Call recordings via SFTP for Quality Assurance. Admins will have the option to upload audio files from their phone or call recording systems directly into PlayVox via a Secure FTP connector.  
  • Support for N/A type of answers on QA scorecards. When creating QA scorecards, now users with access to manage QA scorecards will have the option to add answers with N/A type.

Enhancements:

  • Filters added to the "Manage Scorecards" view on Quality. Added the option to filter scorecards by status, name, or by a team.   
  • Ability to edit a QA evaluation after submitting it. Now evaluators will have the option to update the values of an evaluation after the form is submitted.   
  • Report with all the evaluations conducted for a QA scorecard. A new report was added to the drop-down list of QA reports. The "QA evaluations" report will display the evaluations available for a specific period of time.
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