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  1. Add the Coaching Form name to the coaching report that's exportable.

    2 votes

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  2. Link the coaching session to the specific evaluation received my the agent, so the agent can see in the same place the score, feedback from the QA team and the coaching session.

    5 votes

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  3. Assign actions to both the coach and coachee. For example, the coachee needs to ask a particular question on all their calls and the coach needs to review 1 call a day and provide feedback

    1 vote

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  4. As it stands it only shows the first 20 coaching topics, ideally this should be increased to 50 so we can see all topics when coaching

    1 vote

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    Planned  ·  0 comments  ·  Coaching Form  ·  Admin →
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  5. When we dowload coachings row data, the only fields included are "TOPIC" and "TYPE". As we can only select one topic by coaching, there is no way to see and analyze quickly which topics or root causes are inside each coaching (we have to enter in each coaching to check the template).
    It would be better to have the option to select multiple topics at the moment we are creating the coaching. This will help us to analyze the data, have more insights and efficent the time of the people in charge of creating and giving the coachings.

    2 votes

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  6. Since the new coaching options have been added and Team leads can add action items and attachments, it would be great for Team leads to preview the coaching before sending to make sure everything was selected correctly. There is currently no option and even when the coaching is saved as a draft, in the draft we don't see a preview of what the agent will receive. We might want to check on agent name, actions and attachments, etc. in a preview and have the option to then edit them separately.

    2 votes

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    Planned  ·  0 comments  ·  Coaching Form  ·  Admin →
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  7. At the moment, if we create a coaching session and we put the end date the same day, after we proceed, the coaching still will appear with the end date the next following one.
    It would be good to be able to create the coaching and end it in the same date
    Thanks!

    1 vote

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  8. Right now, the Coaching Report Export only says signed 'Yes' or 'No', see attached image. We'd like it to include the date and time stamp of when it was signed, like is shown in the platform, see second attached image.

    1 vote

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  9. We need the agents team leader to be notified when a coaching form is submitted for one of their agents, much like we can select people to notify when an evaluation is submitted.

    3 votes

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  10. On Quality Coaching 2.0, we noticed that the sections and questions are all automatically pre-checked. Please create a button to deselect all. We have very lengthy scorecards, some with over 100 questions, and having to manually deselect them all is very time consuming.

    1 vote

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  11. Currently, in the new Coaching 2.0 steps:
    - The step where you provide feedback and select templates and topics comes BEFORE the page where you can see any campaign data for the agent.

    Desired design:
    - The KPI data should come before the feedback page, that way the coach knows what templates and topic to choose, based on the KPI they selected.

    1 vote

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  12. Ability to add Rootcauses when doing coaching and extraction of report out of it

    2 votes

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  13. Would like Slack + email notifications enabled for when agent's receive a score of 0%

    1 vote

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  14. We need a coaching date in the evaluation report as this date helps us to identify when QA or TL performed coaching on that agent based on the particular evaluation results. Even it helps us to keep track on the completion rate of coaching on fail all & fail sections tickets.

    1 vote

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  15. We have an issue when coaching agents on specific QA questions when setting the after coaching time. As our workloads pull tickets handled from the previous week, in the after coaching time we either have evaluations on tickets handled before the coaching or the after coaching time needs to be dated two week is the future which defeats the purpose of seeing that an agent picked up on coaching on a specific questions immediately and did not repeat the error. If it was an option to choose ticket date instead of evaluation date in the before and after coaching time…

    1 vote

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  16. I was very pleased to notice that you have 'Freeze' the toolbar in the Evaluation Feedback Summary. Could you please do the same in the Coaching Form?
    This is in fact extremely useful and comfortable when writing the text of the Coaching Form, avoiding the need to constantly scroll up and down.

    Thanks in advance.

    1 vote

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  17. Remove/hide the Table Menu that hovers right below data entry when entering KPIs into tables in the coaching template

    1 vote

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  18. Ability to copy and paste a list of names in the 'coaching with' field (and the system would recognize the names separated by "," or ";" for example).

    Currently this is not possible, you have to select one by one, which can be quite time consuming for large teams.

    2 votes

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  19. For example, if we want an agent to do a refresher on a certain policy, Team Leaders and coaches can easily assign in one go

    9 votes

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  20. Please can we have a 'select template' button inserted at the top of the chosen template as well as the bottom. We are planning some long templates and we have had testing feedback saying that having the scroll down to the bottom each time, is time consuming and frustrating. Here is a link to a 15 second video showing what we mean. https://share.vidyard.com/watch/mXFQPhwgtzk4sRZdPFZvfo?

    1 vote

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