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Option to hide/omit evaluation result percentages, colors, answer scoring scale.

There needs to be an option to hide/omit the evaluation results colors on questions and sections, hide/omit the evaluation section percentage score, hide/omit the question answer number score. See attached screenshot for the items referenced.

The colors, section percentage score, question number score are distracting and confusing to the end users.

The staff person receiving the results fails to look at the actual rating focusing instead on the colors, percentage or the numbers which can be misleading. If you aren't using a binary answer option then you have the high possibility of running into this situation.

Our business use case is some questions are binary options and others are 3 option multiple choice (exceed expectations, meet expectations, below expectations).

Meet expectations is a doing your job for us and is the expected standard, but doing your job will look like you are failing because the color report 'yellow' and the percentage will be 67%. Showing a score, the staff person focuses on the weighting of the numbers instead of the result they performed at and then intent of the KPI the question is checking against.

There needs to be an option to hide this from the results for a more direct communication of the result achieved on the question.

This is a critical priority item for us.

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Ian Luecht shared this idea  ·   ·  Report…  ·  Admin →

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  • Ian Luecht commented  ·   ·  Report

    Hi Karina,

    Super excited to see the changes, I do see one thing that I believe needs to be updated if possible. Making the changes to the scorecard applying the 3 changes, it removes the QA Score displayed inside of the completed evaluation for the agent.

    I attached the agent evaluation view from the scorecard previous to the change and also post change and the QA Score is no longer displayed except for the evaluation dashboard.

    Hoping this is a quick and easy change as this data point is again a crucial point for the receiving agent to know if they met the overall QA target goal on that particular evaluation.

  • AdminPaulina Restrepo (Product Manager, Playvox) commented  ·   ·  Report

    Hey Lisa!
    Thank you so much for your feedback, this information helps us a lot! However, I'd love to meet with you to have a better understanding of your needs and figure out a way to fully solve them!

    I'll reach out through email!

    Regards,
    Pauli.

  • Lisa Carpenter commented  ·   ·  Report

    Yes, I agree with all the sentiments from Ian.

    We want to be transparent and that is why the agents will have full view of the behaviours. However, we want to avoid making the points available as we don’t want the agents to focus on these. The points are our method to help us determine the agents quality score, but should not be available to view.

    The risk is, if agents are aware which I statements have the highest points, they might only focus on these I statements, meaning they don’t perform all the behaviours. So, we want the option to remove the points from view, and when we do coaching with the agents, we will show them the behaviours where there are opportunities for improvement and where they fall within our scoring ranges.