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  1. Currently the only way to find when exact calibration was completed_at is only through the API.
    Given that this field is used by the system to find calibrations over a period of time, it would be extremely useful to have it visible in the system

    1 vote

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  2. currently, you can only create filters based on fields in a task/event/case or Live chat in salesforce. Being able to link filters to tasks in reports in salesforce will help create more targeted evaluations (while still random and objective) without having developer work done to add and remove fields from entities.

    1 vote

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  3. 3 votes

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  4. Consider adding an option for the scorecard sections to be collapsed when opened for evaluation. This makes the scorecard well-ordered and saves time for the QA Analysts from scrolling through each sections, especially for the sections containing multiple questions. In practice QA Analysts are well-aware of all evaluation criteria and there's no need to look into every single question.

    2 votes

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  5. When an agent is deactivated, although the results are still available on the platform it is no longer possible to filter by that agent on the evaluations page and easily find the information.

    1 vote

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  6. Evaluations can be made as part of a workload or not.
    It would be helpful to identify when an evaluation was made as part of a workload and display the name of the workload in the evaluation.

    0 votes

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    Acknowleged  ·  0 comments  ·  Evaluations  ·  Admin →
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  7. If X specific custom field option is chosen in an evaluation, enroll in a course

    Example: If I create a custom field name "soft skills", I can create a rule to enroll agent at "soft skills" course when I selected that field on evaluation

    0 votes

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  8. If X specific custom field option is chosen in an evaluation send an specific notification/email

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  9. Currently if I select a filter where I only want emails, I cannot add another to eliminate voice or chat, so a lot of the emails coming through are associated with phone calls or chats. Would be nice to have this feature as I'm strictly looking for an inbound customer email with a reply from a representative to review rather than skipping for a decent amount of time until I find one eligible.

    0 votes

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