Product Ideas

When you preview a score card you can never see it in full at any point as longer questions just have... is there a way we can see the score cards with every question at once in full - Wrap texts as there is space for this. - A lot of Team Leaders have asked for this.

After clicking on the report icon, as an example, on the menu bar to open the reports for more options, if the mouse moves slightly passed the opened report icon (to the right hand side), the opened report icon disappears and you have to go back to reports on the main menu bar and start again.. Can you have it, so that as soon as you click on the main reports icon, once opened, it stays open, regardless where the mouse goes?

Ability to change the background from White to Black, like with Mac and Windows software.

Recently our frontline teams have been holding team calibrations where agents will listen to each others calls and provide feedback both constructive and positive. These sessions have been valuable to both team managers and agents. To allow the full benefit of understanding the scoring process and allowing for open and honest conversations we would like agents to be able to evaluate their team members if invited by their Team Managers their QA team. If this is drilled to down to invitations permissions then the person could be from other teams. Currently this is completed without the platform we would love to introduce it via the platform.

On the KPI report, if I switch my view to Custom Reporting Groups, I can view all performance data of those groups that I have access to, down to agent level. However, if I click to view an individual evaluation, I'm not permitted to as this agent doesn't sit within my original reporting level access.

Hello everyone, My team and I have feedback in regards to updating the Outcome grade of evaluations. The way our team decides the Outcome is based on the Quality Score. For example: 100% score would be a Legendary grade, 75%-99% would Epic, below 75% would be a another grade, etc. With how the system is implemented right now, we have to manually update the Outcome based on the Quality Score that the agent earned. And our team has noticed that there's an opportunity here to make the process automated. The idea is to implement a system where percentage scores are automatically assigned a grade. So a 100% evaluation would automatically be graded as a Legendary. This would make the evaluation flow more efficient for our evaluators, and it would also alleviate some of the issues that we encounter when updating evaluations that have been successfully queried. A successfully queried evaluation doesn't display the percentage that will be attained after the score is updated, so we have to either make our best guess or calculate the percentages ourselves before updating the Outcome grade. Kind regards, Emil

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.

Currently when having to build new scorecards you can't choose for the questions to automatically join a line item group that you have set up which means you have to once completed the scorecard and live then go and add the line item to your group. Would it be possible to have this as a drop down option when building new scorecards to add to a line item group when the scorecard goes live to save time? The same could be said for root cause groups.

Within the Calibration Report, you can see the overall Outcome Percentage on the Evaluator Performance Page, but when looking at each Calibration session, you are unable to see the Outcome Percentage for the Session or per individual. It would be helpful to add in the overall outcome per participant and for the session, as well as the outcome difference. (Screenshot 2 showing suggested solution)

As you drill down on the KPI report it would be useful for the data to include a summary line which would be according to your hierarchical structure view for example each time you drill down the previous lines data would be your summary line. This would impact QA admins and senior managers who view data from the top down. Happy to jump on a call to demonstrate what I mean.