Flag evaluations for behaviors
Can we have an enhancement where we can flag the evaluations where an agent behavior has been identified and where a follow-up is needed or to flag an agent profile?
• Flagging an audit/agent profile for different reasons
- Unprofessional
- Lack of customer service skills
- Work avoidance
- Inconsistent performance
- Critical Fail Trend
- Language barrier
- Knowledge gaps
- AHT Outlier
• Assign to a team member depending on the step of the actions to take to correct the behavior
- Assign to TL to follow up
- If the agent is sent to Remediation Training, assign to CE Lead
• Allow us to follow up on the flag in PV leaving comments on it
• Allow us to change the status of the flag
- New: New flag assigned to TL
- Pending: Pending actions with HR, QA, etc
- Completed: with final actions taken
• Allow reporting for it
Javier Ernesto Garciaa Vasquez
shared this idea
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Mercedes Bickerstaff
commented
Absolutely need a way in Playvox to add, track, and collect data on the corrective actions necessary for completed evaluations. Would love a way to track if follow up actions needed on a completed evaluation were taken by the assigned team lead to review, coach/action follow up, and sign off for completion. And have data on the sign off by team lead that x,y,z, steps were taken to complete follow ups on all evaluations they are tagged to review. Love the above idea of statuses to show what's not started, pending, and completed.