When having completed an evaluation it would be very helpful if you were able to set the participants actions directly from the calibration rather than having to set the actions separately from the calibration itself.

it would be great if we got an email alert when an assessment has been completed rather than having to check multiple times a day

It would be really nice to have the drop-down calendar here as quite often we need to be more specific when selecting the date range. We do evaluations every 4-6 shifts for the agents and all of the teams have their custom schedule, so it would be nice to have more options here.

We've embedded the use of Root Causes in our quality checks but because root causes are set at line item level, we have duplicate root causes (with slight differences in spelling, phrasing etc) across scorecards which causes issues in our reporting. A library of all active root causes, with which scorecards and line items they are active for would be really useful for oversight. Perhaps with the option of adding new root causes at organisation level and then assigning them to the relevant questions on the relevant scorecards from the library.

For example: First question asks: "Did the agent do 'xyz' ?" If yes, further questions will appear, if no, other questions will appear.

QA's not actually responding to agents dispute and I do not see the point that there is a section for agents feedback but it is not acknowledge by the QA's.

Adding the evaluation mode in a column on the completed evaluations table, to help agents identify the type of evaluation without having to click into the evaluation.

To acknowledge QA feedback.... please make it a one click and done. Thanks.

Our QA framework extends across different functions in our business and also to external outsource partners. For this reason our scorecards and the manual evaluation outcomes must be different. Line outcomes can be assigned to specific scorecards, which is great. However, each time a new scorecard is introduced the manual evaluation outcomes for that scorecard are added to the existing manual evaluation outcome list. We have up to 5 possible outcomes for each evaluation, so each new scorecard will add 5 manual evaluation outcomes to the list! Assessors are then required to select only outcomes that are relevant for the scorecard they are using. This is a risk to our QA framework and MI. The outcomes on our latest scorecard align us the needs of the FCA's Consumer Duty Standard, so it's critical the evaluation outcomes of our customer contact are reported accurately. The ask is that manual evaluation outcomes can be assigned to specific scorecards, in the same way that line item outcomes can. Thank you.

Adding a date column to the completed evaluations page to show when a pending evaluation was submitted to the TL for review. We have an internal SLA that they need to be reviewed /published within 72 hours and the QA team need to be able to monitor, manage the SLA.