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  1. It would be great for the feedback summary to be viewed at the top of the evaluation so the agent can read the overall summary and then delve into the particulars of each criterion.

    3 votes

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  2. I often get flagged interactions from other areas of the business, when searching the interaction manually under filters, it would be great if this is assigned in a current workload or was skipped in a past workload.

    3 votes

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  3. 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

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  4. Whenever we open "Interactions" under the Quality tab, it automatically loads the first filter in the list, forcing the user to wait until it finishes loading. Especially impacting when users have to go to interaction tab frequently. It should not load filters until a user selects a specific filter.

    2 votes

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  5. Evaluation preview option before sending the evaluation

    8 votes

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  6. It would be great to allow calibration participants an option to edit up until due date. I understand not wanting them to be able to keep changing to try and get the right score.

    But maybe allow one edit, I've had situations as the expert where users second guess themselves or go back and listen to a call, etc... then they want to edit but cannot.
    Maybe it could be a option/permission for certain role, even?

    2 votes

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  7. Ability to filter the evaluations by the interaction or call date, rather than just the 'Created date'. This enables us to easily export reports based on when the call was made aside from when the call was evaluated. This eliminates the need for us to open every evaluation to see if the call date falls on the current or previous month.

    2 votes

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  8. 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

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  9. Allow to use specific meta-data as filter for report views

    ellos tiene unos forms en zendesk y los usan para creat filtros, entonces ahi les comente que pueden crear scorecards dedicadas también

    REPORTING: Can we filter reports/agent dashboards? For example, can we filter an agents dashboard by Ticket Form to see their performance with specific ticket types?

    Right now there is no easy ability to take QA scores and cross-reference them with key Zendesk information, be that simply tagging based (ie: show me QA scores for THESE contacts with THESE tags *or* show me QA scores for tickets with a…

    6 votes

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  10. In the "review the analyst" scorecard, allow weighting on the scorecard.
    Currently, there is no way to set the weight and when comparing evaluations the score does not match when completed. This leads to questions from analysts why the score does not match when the evaluation questions do match.

    1 vote

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  11. There is no option on a review scorecard to have a scale score (eg. 0-5) only 'points'. There are questions that need to be marked on a scale.

    1 vote

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  12. It would be very helpful to see the average scorecard question results based on Calibrations.

    Example:

    Feature the Analyst's average scorecard question results for a specific period of time

    VS.

    The Expert's avg. scorecard question results for the same period of time.

    Similarly, it would be very helpful to feature said data in the API for easier exporting.

    2 votes

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  13. In calibration system represents the answer and the comment, but there is no visibilty of the selected feedback, thus the calibrations do not represent the full picture of the evaluation.

    It would be useful to have an option to add feedback as part of the calibration, in order to cover all of the areas

    1 vote

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  14. In the scoresheet we would like to minus score for each wrong answer but don’t allow the final score to be negative.

    For e.g. right now if agent fails all of the answers they are able to gather for e.g. -200 score for x scorecard, we are looking for a set up where the lowest possible score would be zero and it wouldn’t go below 0

    1 vote

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  15. 2 votes

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  16. 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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  17. 5 votes

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  18. Much like the description line underneath each criteria question, to be able to add the marking guide of what is considered 'Achieved' or 'not achieved' for agents to see what we look for / consider when reviewing. We currently have these in word docs but it would be great to have these in PV.

    1 vote

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  19. Improve the filters to be able to easier select different teams and scorecards.
    Today you have to select them one by one.
    We should be able to select several boxes at a time, have a multiple select option.
    Actually having teams on different levels would be great.

    5 votes

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  20. Include custome fields under DISPLAY FIELD.

    Incluir el custome field "Numero de Pedido de la PQR" como DISPLAY FIELD dentro de los filtros por Zendesk.

    1 vote

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