22 results found
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 it1 vote
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%1 vote
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
Ticket date instead of evaluation date for After coaching
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 (just optional of course) that would solve this issue for some of our accounts
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
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.3 votesAcknowleged · 1 comment · Other · Admin →
'Freeze' the toolbar in the Coaching Form.
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
Coaching form filters addition
We need to include Interaction ID to further elevate if the coaching is performed related to the correct ticket. Reduce the error occurrences and record the details for agent’s acknowledgement and adherence to follow correct protocols.
Option to add a few more types of coaching under coaching type, currently we have only General and Quality.
Enable the team to copy and paste groups of agents while assigning a coaching
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
Have 'Select Template' button at top of template as well as/instead of the bottom
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
Permission to be able to allow Coaches to see the Coaching Satisfaction rating that their team is leaving for them
Coaches cannot see how individual teammates have rated their coaching session - this is essential to making this feedback actionable.2 votesAcknowleged · 0 comments · Settings · Admin →
Ability to add more than one template to a coaching session
It would be great to be able to add multiple templates to a coaching session when addressing several areas with an agent, allowing us to share all the relevant information ensure consistency across all coaching sessions.4 votes
Being able to edit the layout of the feedback
Being able to edit the coaching form and the layout of the feedback enables us to format it working with different coaching techniques such as the GROW model. Being able to have multiple feedback boxes and title them will mean it's easier for the agent to follow.3 votes
The ability to assign a learning course from a coaching session with a deadline.
For example, if we want an agent to do a refresher on a certain policy, Team Leaders and coaches can easily assign in one go7 votes
Make end date for coaching session optional for certain coaching types
For example, if we're addressing a general behaviour that doesn't necessarily require follow up we still need to add an end date and still need to mark the coaching as achieved / not achieved.5 votes
More reporting on coaching, not just sessions completed / effectiveness
3 votesAcknowleged · 0 comments · Reports · Admin →
- feedback export
- feedback dashboard
- most common coaching focus and how it's tracked over the week/month
- coaching overview per agent
- in agent profile, see current coaching goals and how they're tracking
Be able to have a follow up or supplementary coaching session
For example, if we have a follow-up session to goals set at the beginning of the month or have an agent on a Performance Improvement plan, to have supplementary coaching sessions sit within the initial session so it's all together. At the moment we are using coaching topics to track follow up sessions and then linking them in the comments of the original coaching which can be a bit messy at times.2 votes
Save coaching sessions as draft (much like evaluations)
Coaching sessions are meant to save automatically without needing to save the draft, however, this isn't always the case. A lot of leaders like preparing their coaching sessions before the session, so saving as a draft would be a great addition.3 votes
Coaching form evaluations preview
In the coaching form, ability to identify the evaluations affected by the areas marked for improvement (not all evaluations in the period only), and be able to preview these in a left side pane for example to easier create the coaching form feedback and also to better review this with the agent being coached.3 votes
Coaching recommendation threshold QA score
Be able to set a threshould for accepting a recommendation, after a certain time, it is automatically moved to Declined3 votes
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