4 results found
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Viewing effectiveness in the agent report
Currently, the agent can only view its effectiveness per scorecard, but it would be very important for it to be able to view its overall effectiveness, that is, a single metric that expresses the effectiveness of all scorecards and all evaluations received.
This way, he will have a better idea of how his overall performance is, and not just based on specific scorecards.
The "super admin" profiles have this view and, currently, we have to share the information manually.2 votes -
Five9 Call Link with Metadata & Interaction ID
We would like a deep link created for Five9 phone calls so that we can bring them in as calls and build a channel specific workload.
1 voteGreat news! 🎉 Your idea is moving forward!🎉
Your idea is now officially part of our roadmap. We're excited to bring your vision to life and appreciate your valuable contribution.
Stay tuned for updates as we work to make it a reality!😊
Karina from Product
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Quality reports add custom fields as filters
To use user and scorecard custom fields data as reports filters
Poder tener reportes por cada custom fields que fue creado en las Scorecards. Actualmente queremos identificar los resultados de QA por cada uno de los productos que tenemos (15), pero actualmente toca crear una scorecard por cada producto.
Report on Agent activation date. Option to filter in QA report by activation date. Benefit: This would give great insight into tenured vs new hires and their impact on quality scores. It might also be useful in Coaching to ensure new hires get the necessary amount of feedback
21 votes -
Ability to save "Reviews" of evaluations as drafts before sending the review.
While having the ability to review the evaluations of QA specialists is super helpful, it would be especially beneficial to have the ability to save reviews as drafts before sending them!
5 votes
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