Ability to coach within Playvox for analysts
A format for coaching between experts and analysts. One idea that would be helpful is a way for analysts to request support/coaching with an evaluation and the expert being able to provide guidance on how to score within view of the scorecard/evaluation; overlaying how the expert would score real time. Making the expert notes viewable only by the current analyst + others with analyst role + team leaders. And a way to be able to track these supported evaluations as data + note reasons the coaching was initiated by analyst.
Currently these escalated reviews of evaluations and how to score are all done outside of Playvox which is untracked/not properly documented data. It is also challenging to articulate feedback on scoring when toggling back and forth between the case and scorecard when it's not directly assigned to you.
Would also be helpful to offer coaching for analysts initiated by experts too.
Mercedes Bickerstaff
shared this idea