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Improvements to our Coaching product

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34 results found

  1. Coaching Effectiveness Feature

    Hi there team,

    I was wondering if it would be possible to get a few more options in the "Coaching Effectiveness" feature. To explain:
    We have some concerns about using the "Yes/No" options for evaluating coaching effectiveness. This binary system doesn’t take into account situations where external factors, like low volume, affect performance and KPIs.
    For instance, if CPH drops because of low volume, marking the coaching as "No" may not truly reflect the agent’s progress or the effectiveness of the coaching. On the flip side, marking it as "Yes" could lead to inaccurate data since external factors might overshadow…

    1 vote
    0 comments  ·  Settings  ·  Admin →
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  2. Option for reps/agents to exit out or decline the satisfaction rating at the end of a coaching session

    Option for reps/agents to exit out or decline the satisfaction rating at the end of a coaching session. Our business would prefer that feedback from reps/agents to their manager is provided during their schedule 1:1 coaching sessions.

    2 votes
    0 comments  ·  Coaching Form  ·  Admin →
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  3. Coaching Reports needs ability to create customized dashboard views and custom report views that can be then shared to analyst dashboards

    The Coaching module needs to have the ability to customize the dashboard with new reports, custom reports, and to customize the view by removing and sharing custom reports to analyst dashboards as an admin.

    2 votes
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  4. Date Occurred

    in order to track the number of errors for a specific date a date occurred filter would be useful

    1 vote
    0 comments  ·  Coaching Form  ·  Admin →
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  5. Need to have Workloads for Coaching

    Workloads is a great idea for in platform management of assigning QA work assignments for evaluations. Our business work flow also includes mandatory 1 on 1 manager level sync conversations monthly for the each staff person.

    It would be a great value add to have Workloads as a feature for coaching so as an admin I can create the monthly 1 on 1 Workloads for manager personnel and track participation/completion to meet with their direct reports for these sync meetings that QA performance review is part of the agenda of.

    With me not being a people manager of the full…

    1 vote
    0 comments  ·  Coaching Recommendation  ·  Admin →
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  6. Custom Fields on Coaching Export

    Request to add custom fields to the Coaching Report export, just like the newly added option on Quality Reports.

    1 vote
    0 comments  ·  Reports  ·  Admin →
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  7. Add Coaching Form Name to Coaching Export

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

    2 votes
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  8. Link the coaching session to a specific evaluation

    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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  9. Assign action items in a coaching session

    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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  10. Coaching topics drop down

    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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  11. Selecting multiple topics

    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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  12. Preview option for coaching

    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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  13. To be able to create the coaching and end it in the same date

    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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  14. Send notifications to an agents TL when a coaching session is submitted for them.

    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.

    5 votes
    Acknowleged  ·  1 comment  ·  Settings  ·  Admin →
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  15. Coaching Sign Time & Date on Export

    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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  16. De-Select All on Quality Coaching

    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
    0 comments  ·  Coaching Recommendation  ·  Admin →
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  17. Order of Operation in Coaching 2.0

    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
    0 comments  ·  Other  ·  Admin →
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  18. Ability to add Rootcauses when doing coaching and extraction of report out of it

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

    2 votes
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  19. Ability to Automate Notifications to Leadership When an Evaluation Auto-fails

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

    2 votes
    Acknowleged  ·  0 comments  ·  Coaching Recommendation  ·  Admin →
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  20. Adding of coaching date in playvox evaluation report

    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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