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Improvements to our Quality product

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2 results found

  1. Viewing effectiveness in the agent report

    Currently, the agent can only view its effectiveness per scorecard, but it would be very important for it to be able to view its overall effectiveness, that is, a single metric that expresses the effectiveness of all scorecards and all evaluations received.
    This way, he will have a better idea of ​​how his overall performance is, and not just based on specific scorecards.
    The "super admin" profiles have this view and, currently, we have to share the information manually.

    2 votes

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    Planned  ·  0 comments  ·  Reports  ·  Admin →
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  2. Quality reports add custom fields as filters

    To use user and scorecard custom fields data as reports filters

    Poder tener reportes por cada custom fields que fue creado en las Scorecards. Actualmente queremos identificar los resultados de QA por cada uno de los productos que tenemos (15), pero actualmente toca crear una scorecard por cada producto.

    Report on Agent activation date. Option to filter in QA report by activation date. Benefit: This would give great insight into tenured vs new hires and their impact on quality scores. It might also be useful in Coaching to ensure new hires get the necessary amount of feedback

    21 votes

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