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  1. 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

    7 votes

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  2. 6 votes

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  3. 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

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  4. 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.

    4 votes

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  5. 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.

    3 votes

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  6. 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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  7. 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

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    Started  ·  0 comments  ·  Coaching Form  ·  Admin →
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    • 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
    3 votes

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  8. Be able to set a threshould for accepting a recommendation, after a certain time, it is automatically moved to Declined

    3 votes

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

    2 votes

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  11. 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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  12. Coaches cannot see how individual teammates have rated their coaching session - this is essential to making this feedback actionable.

    2 votes

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  13. 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

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  14. 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.

    1 vote

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  15. 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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    0 comments  ·  Reports  ·  Admin →
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  16. 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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  17. 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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  18. Would like Slack + email notifications enabled for when agent's receive a score of 0%

    1 vote

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  19. 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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