45 results found
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Cumulative Report
Wants a cumulative report highlighting insight on specific agents to figure out which area they are failing in and or excelling in.
4 votes -
Reporting filters for Review stats
Include further filters in the reporting of review stats (by analyst, team, etc.)
2 votes -
More reporting based on custom fields - for example, trends over time, trends based on section it is attached to..
There is the ability to add custom field selections within the scorecard however the reporting only shows the occurrences - I would like this to show trends of the occurrences over time. Also, the custom fields created do not show as connected to the question it is attached to on the scorecard. For example, we have a process-related question with a department-specific customer field, but the custom feild doesn't relate to the question itself in advance reports.
2 votes -
Reports filtered by integrations meta-data
Allow to use specific meta-data as filter for report views
ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también
REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?
Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a…
6 votes -
Selection filters
Improve the filters to be able to easier select different teams and scorecards.
Today you have to select them one by one.
We should be able to select several boxes at a time, have a multiple select option.
Actually having teams on different levels would be great.5 votes
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