Reporting trends
Report dashboard that can be filtered by agent, by scorecard type, by team, etc. that will show the trend per section, trend by questions, etc. and at the same time include the evaluation comment for each occurrences. Rather than going back to the actual evaluation to review them individually.
Julie Salazar
shared this idea
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Civvy Ornellas
commented
The ability to filter a report to show trend in performance for a given set of X criteria over time.
For example if I have 3 managers, 2 teams, and 3 tiers I want to be able to look at a report and a graph of all agents reporting to Manager 1, on Team 2, on Tier 1 and see how each of those agents has scored in QA this quarter to tell if that team/tier/manager cohort is overall improving or not.
Reports are too specific; need a higher-level or overarching view of a group of agents based on a chosen variety of filters.
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Matthew Prokop
commented
I second this - especially: GENERAL trend by scorecard questions would be great (not errors or correct, but overall score in %)