66 results found
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Weighted workloads
When creating workloads we would like to define the percentage or tickets that would be evaluated for different topics. For example, we would like to create a workload with 60% of the interactions related to orders and 40% to Gigs, however at the moment we have to calculate the number of evaluations manualy and create separate workloads for each of the topics.
1 vote -
Ability to update super admin roles without support tickets
The ability to update a Super Admin role directly within the platform without needing to raise a support ticket. This enhancement would allow for quicker and more efficient management of Super Admin roles.
To ensure security, a check should be implemented to confirm that there is at least one active Super Admin before allowing any changes. This is particularly important when the site owner, who might also be a Super Admin, needs their role updated. Enabling this feature would streamline the process and reduce reliance on support for role management.
1 vote -
Skipped Evaluation Reporting and Exporting
It would be highly beneficial to introduce a feature that allows the identification, reporting, and exporting of skipped evaluations. Currently, if an evaluation is skipped, there is no straightforward way to track or understand the reasons behind it.
By implementing a system that records when an evaluation is skipped and allows managers and analysts to generate reports or export this data, they can gain valuable insights into patterns or issues that may be causing evaluations to be skipped. This feature would enhance the overall evaluation process by providing transparency and enabling better decision-making.
1 vote -
Ability to Skip Evaluations in a Sequence When Needed
When reviewing multiple cases for the same analyst/advisor, the current system requires that the first case be fully completed before moving on to the next. However, there are instances where the first case needs to be put on hold, and it would be helpful to have the ability to skip the first case and proceed with reviewing the second one without having to complete the first.
This flexibility would allow for more efficient evaluation management, particularly when additional information is needed for a case that cannot be immediately resolved. Enabling the option to temporarily bypass a case and return to…
1 vote -
Auto-Start Next Evaluation in Workload Sequence Without Returning to Interactions Tab
To enhance the efficiency of the evaluation process, it would be highly beneficial to implement a feature that automatically starts the next evaluation in the workload sequence once an analyst completes the current one. Currently, after completing an evaluation, the analyst has to return to the main Interactions tab to begin the next evaluation. This extra step can be time-consuming and disrupts the workflow.
By auto-starting the next evaluation in the sequence, analysts can maintain their focus and momentum, leading to a more seamless and productive evaluation experience. This feature would streamline the process and ensure that analysts can work…
1 vote -
Ability to identify the origin of completed evaluations - the ability to check if the completed case is from a workload or not.
In the evaluation tab, it would be incredibly useful to have a feature that identifies whether a completed evaluation originated from an assigned workload or from the interaction tab. Currently, there is no clear way to determine where the evaluation was initially triggered, which can lead to confusion and difficulty in tracking the source of evaluations.
Implementing a feature that tags or highlights the origin of the evaluation—whether it came from a workload or directly from the interaction tab—would enhance clarity and improve the management of evaluations. This would provide evaluators and managers with better insights and allow for more…
1 vote -
[Workloads] Missing skipping option for "Evaluate the Analyst" workloads
Add skipping option to "Evaluate the Analyst" workloads. Different use-cases where we would like to not include them in the workload.
1 vote -
Custom Workload Schedule
I would like to be able to have custom schedules for Workloads. Specifically, I want to be able to set a custom range on the life of the workload but still maintain the workload is issued on a set monthly date.
I have 2 different types of evaluators, the first being a team supervisor who I would like to designate they complete their Workload in weeks 1 through 3 each month with their Workload assigned monthly on the 1st of the month. The second evaluator type being manager level who complete their evaluations weeks 3 and 4, but their Workload…
1 vote -
Redirecionamento de página
Sugiro que, após enviada uma avaliação de uma carga de trabalho, a página seja redirecionada a avaliação preenchida, e não a carga como está sendo feito. Como prática do meu time, é realizada uma pequena revisão na avaliação após enviá-la, além de serem feitas anotações em um documento a parte referente aos pontos de melhoria e de atenção identificados nestas avaliações. Com o redirecionamento para a página das cargas de trabalho, os meus analistas estão perdendo um tempo extra tendo que ir até a página de avaliações, localizar a avaliação enviada, abri-la e realizar as ações que citei acima. Isto…
1 vote -
Same interaction in workflow for different specialists
It would be great if we could allow the same interaction to be used in a workload for multiple Specialists now that we can evaluate any touch on an interaction.
1 vote -
Enhance Workload Reporting
We'd like to have the option for an automated "Workload Status Report" email that can be sent out daily, weekly, monthly, quarterly, etc. that would provide insights into the current period's workload activity to see things like total time spent evaluating so far per analyst, individual and overall completion rate, number of skips, average scores by team and scorecard, as well as any trends perhaps tracked by AI. We'd also like to have the ability to export all workload data/reports which currently doesn't seem to exist on the Quality>Workloads>Reports pages.
4 votes -
Auto detection of duplicate interaction ID (for Standalone workload)
For standalone workload, it's better to have detection of duplicate interaction ID to avoid reductant audit on the same sample.
1 vote -
Workload on an analyst level provides agent info
Creating a workload on an analyst level provides tickets of the selected analyst on an agent level. Creating a workload for 2 or more analysts returns a list of agents (to know which analyst is being evaluated we need to open the evaluation window).
What is being returned back is the correct number of cases that need to be checked (in this example, 10), but from the active workload, it is unclear which case belongs to which analyst. Cases selected only show agents who were evaluated in those cases (not relevant).
As the workload is based on Analyst, it would…1 vote -
Extra workload: Function so that the analyst can generate extra loads for himself
We need to include some function/button where the analyst himself can request the system to generate an extra load, so that when he finishes the workload before the pre-established time, he can autonomously add an extra load for himself to work on it.
1 vote -
Ability to edit a workload after it has been started
There is always an error message when editing the time. It needs to have an 6 hour time difference to make any changes to the time of releasing the workload, which is unnecessary.
Flexibility to edit a workload after it has been started is desired.
2 votes -
Workloads: justify non-evaluation for a period
Workloads: justify the non-evaluation of an agent, in the case of vacation, certificate, exclude this person from the load and insert a justification for the leader.
1 vote -
Workloads: problems
Workloads: they are inactivated as soon as the period for them to be completed ends but they still appear to the analyst as pending, however if we delete them so they no longer appear to the analyst, they also no longer appear in the workload reports.
1 vote -
To be able to organize the agents in the workload by alphabetic order
To be able to organize the agents in the workload by alphabetic order so it easier to find them
3 votes -
View My Workload - URL Needs to Point to actual Workload
Currently, the "View My Workload" link in the "You have a new workload assigned" notification email directs the user to the Community page, not the workload.
User would like "View My Workload" URL to direct user to the specific assigned Workload.
Thanks
3 votes -
Create a Workload to evaluate the internal comments
Could you please add an option to create workloads to evaluate the internal comments left on the ticket by a person other than then one handling the ticket?
Example:
Person A is handling the ticket on Zendesk and needs help in order to solve the issue so they escalate the ticket. Person B looks at the escalation and leaves an internal comment with instructions or with the solution on the ticket and then Person A continues to solve the ticket.
We would like to create a Workload to evaluate the internal comments left by Person B, even if the ticket…2 votes
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