Before a "peer feedback" is made visible to an agent, there should be the option to have a manager review the feedback, to understand if it is valid or not. This would reduce any possibility of having agents exchanging unreviewed/unfiltered feedback with each other, and simultaneously increase the managers visibility about the agents performance.
Manual date entry
waiting for more votes
Hi, occasionally team members go rogue and manually type in the date they're completing the review. It's happened a few times where, in error, the year selected is outside the parameters to be able to search for an evaluation in progress. Could this feature be somehow amended to only allow the date to be selected from the calendar that appears when you click into the date box when setting up an evaluation. Thanks
Filter CX Cases by Evaluator
There is no way currently to filter CX cases by evaluator in a simple way. We really need to see/be able to filter which CX cases have been closed by which Evaluator this would allow us to track the number of CX Cases completed by each analyst.
Customer experience (CX) labels
The ability to edit/re-name CX Labels as our business develops would be extremely useful. We have labels that will soon need to undergo name change, and currently we can only deactivate the current label and create a new one. This is not ideal from a reporting perspective, and the ability to rename labels would be extremely valuable.
Contacts to Evaluate - Filter by Status
As an evaluator, I need to be able to filter my contacts to evaluate by the Status so that I can easily access the evaluations that I have "In Progress". When I need to inquire with a teams leader on an item in an contact before I complete the evaluation, it remains in the status of "In Progress". It can take a few days to get the response and by then the evaluations is "lost" in the list and takes a while to locate them. While I can sort by the Status, it only sorts for the page that I am on and that is not very helpful when I have 100+ contacts in my queue to evaluate.
Evaluation and Related Feedback - Consolidate Acknowledgement
As an Agent, I would like to be able to review my evaluation and the feedback provided in one form and be able to provide my feedback for a line item or overall in the same form. Currently as an agent, I can acknowledge the evaluation its self and then have to go to Review Feedback and acknowledge each one again after I already looked at them and acknowledged the evaluation. This is creating duplicate work. It also gives the appearance that I am not acknowledging my feedback or evaluations if I only do it in one of the two places.
Emoji's for line item outcomes and Evaluation outcomes
We would like to make our evaluations more friendly for the Millennial workforce. We have been asked to have the option to use Emoji's for the different outcomes in that are available on evaluations. The option to use an emoji only or in conjunction with text would be ideal. This would be for all line item outcomes, including step evaluations as well as the overall evaluation outcome.
Calibration Participants- Attendance
As the Facilitator of the calibration sessions, I would like to have the option to just check a box for those that did attend the session. It is time consuming to have to click a drop down next to each person that was invited and pick if they did not did not attend. This is painful to do when you have 30+ invited to participate.