69 results found
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Do not reset evaluation distribution percentage everytime Analyst is added / removed from Workload
When an Analyst is added / removed from a workload, it redistributes the evaluations equally amongst all Analysts. This requires us to take note of existing distribution and then recreate them. It should not reset distribution by default and users should be able to click on a button to reset it if needed.
1 vote -
Remove deleted evaluations from workload report
When an evaluation gets deleted, it marks it as "Not Evaluated" for the analyst, impacting their completion rate. It should not impact their completion rate if deleted. It's sometimes out of QA's control.
1 vote -
Updating the "created by" assignment or edit access for current workloads for other admins to be able to edit
Would be great to have the ability for Super Admin to update edit access on particular workloads to new admin(s) to access/edit vs creating brand new ones for select teams (and vs updating permissions so they can access all workloads for editing).
OR ability for new admins assigned as team leaders to be able to access existing workloads tied to their team created by other/previous team leaders.There's quite a bit of transition at points throughout the year with admins/team leaders and having to create new workloads that new admins are able to edit for their team is pretty tedious.…
2 votes -
Backlog Completion Settings
If a workload is not completed before a new assignment is distributed, analysts are unable to work on the previous items that were assigned to them and can create a gap in work that QA needs to complete. This must manually be captured and completed outside of the workload.
Would love to see the ability to complete the previous assignment and/or have the functionality to catch this and the future assignment to reflect what was missed. This will ensure that there are no gaps from a controls perspective
2 votes -
Add the ability to approve or remove the ability to skip interactions in WL
Analysts are skipping interactions that they consider too hard, too long or too low scoring and don't want to score, approving will make it easier to track
4 votes -
"Live" workloads, not looking at past interactions
Currently you need to set up workloads based on past interactions, I can't set up a workload to find one call randomly per agent for calls taken this week unless I re-assign a workload everyday and still the analyst will need to keep note on who've they've evaluated and who they haven't
4 votes -
automated workload
The client would like to have automated workloads. Whenever the workload does not get enough samples to match the ones requested when creating it (because no other interactions match the filter and date range requirement), these missing evaluations should be added automatically to the next trigger and therefore complete the quota of established tickets to evaluate.
1 vote -
Workload progress bar color
It would be great if the color of the progress in the workload can be different in different statuses. So that we can easily identify completed workload from workloads in progress. I have attached an exemplary screenshot. When the workload is 100% the progress bar turns green.
2 votes -
Filter Improvement: Agent Must Have Had 2+ Interactions on a Thread
For QA filters, it would be great to add a filter for requiring an agent to have had at least 2 interaction within a thread and/or were the last ones to have connected with the guest.
This would help us ensure that agents we are evaluating are the ones who finished the conversation and it would help us ensure that the person we were evaluating had a substantial impact on the conversation.
1 vote
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