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Provide as much detail about your ideas as possible, screenshots or diagrams are especially useful.
If you can categorise your idea using the 'Category' list below - that is also really helpful.
Description
Category
Connecting with other systems
Discovering Conversations
The Evaluation Process
Calibrating Quality Assurance
Improving Agents and Teams
Dashboards & Reporting
Gamification & Community
Notifications and Alerts
Platform Management
Look, Feel or Experience
Uncategorized
Reporting period s- Suggestion
The reporting period currently offers options such as the last 7 days, last 30 days, etc. However, please add the following range as a predefined filter for a better user experience. Last Week (Mon to Sun) This Week (Mon to Current day) Last Month Also, you can add an EXIT button on the date pop-up box. (refer to screenshot)
2
9
Filter by Contact Type
Currently, the Contacts to Evaluate section includes only 'Filter by Agent' and 'Filter by Evaluator.' Adding a new 'Filter by Contact Type' option would be very helpful as QA's can easily track their evaluations based on contact types.
0
7
Line item performance
The downloaded Line Item report currently displays data as percentages for 'Correct', 'Incorrect,' etc. It would be better to adjust it to show the actual counts of correct and incorrect responses for the Line Items instead of percentages.
0
4
Enable screenshot attachments in scorecard comments for agents
Add the ability for agents to attach screenshots in the comments on scorecards. Sometimes agents need to provide evidence to support their point of view, and attaching a screenshot would help with that. This feature would eliminate the need to move the discussion to Slack or another messenger, allowing us to handle everything on one platform.
0
3
Easier access to queries and calibrations
It is very difficult to find queries and calibrations unless you go via the notification center. It would be great to have easier access also via the menu.
1
2
Category Performance Report
Update the Category Performance Report dashboard to display the average score (percentage) for each category rather than the count
0
4
Option to download Score details under Category performance report
It would be helpful if there was an option to download the score details under this report.
0
2
Award badges outside of evaluations
It would be great to have the option to award badges (and subsequently points) for achievements outside of an evaluation. For example, the agent with the highest xNPS will receive a weekly reward, and be awarded a badge through Evaluagent which gives X number of points.
0
2
Suggestion to add download data option for Contacts to Evaluate section
It would much helpful if we could get an option to download the contacts that are pending to be reviewed under the Contacts to Evaluate section. Sometimes, the numbers shows up for available contacts to evaluate doesn't match with the Auto-work queues setup.
0
2
Check the Checker - Add Query Functionality
It would be wonderful if there was a way to have Query functionality for QA analysts when one their completed evaluations has been scored and submitted. This would allow rescoring for corrections, collaboration and/or review when a new scorecard or process is launched. Ideally, this would be an optional setting so teams can keep it turned off if desired or turned on manually for specific periods (eg The usual person evaluating the checker is on leave and someone less experience fills in).
0
3
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