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17 results found

  1. Scorecard Language Selection

    1 vote

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    Acknowleged  ·  0 comments  ·  Quality » Scorecards  ·  Admin →
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    Matthew Prokop shared this idea  · 

  2. Community feed wall posts with style

    4 votes

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    Acknowleged  ·  1 comment  ·  Community » Other  ·  Admin →
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    Matthew Prokop commented  · 

    not only formatting styles, but the ability to post pictures or screenshots between lines of text would be super helpful!

    Matthew Prokop supported this idea  · 

  3. Resetting all users to zero Karma Points

    4 votes

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    Acknowleged  ·  0 comments  ·  Community » Karma Store  ·  Admin →
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    Matthew Prokop supported this idea  · 

  4. Manual agent assignment in workloads

    10 votes

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    Acknowleged  ·  3 comments  ·  Quality » Workloads  ·  Admin →
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    Matthew Prokop commented  · 

    to add onto this idea some more:

    this would be particularly helpful in cases in which a PV client does not use Interactions because of a specific CRM setup or custom CRM that doesn't 100% work with Interactions, etc.

    What would be great is if you could make a workload, select the analysts for said workload, and then either:

    A. click and drag the agents to the analyst evaluating them

    or

    B. Select the agent needing to be evaluated and then assign an amount of evaluations coming from Analyst A, B, C, etc...

    Option B might even be better.

    Matthew Prokop shared this idea  · 

  5. Scorecard dynamic questions

    13 votes

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    Acknowleged  ·  0 comments  ·  Quality » Scorecards  ·  Admin →
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    Matthew Prokop supported this idea  · 

  6. Scorecard Categories & manual rearranging

    1 vote

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    Acknowleged  ·  0 comments  ·  Quality » Scorecards  ·  Admin →
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    Matthew Prokop shared this idea  · 

  7. feedback

    1 vote

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    Acknowleged  ·  0 comments  ·  Quality » Scorecards  ·  Admin →
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    Matthew Prokop shared this idea  · 

  8. Target specific conversation types or user queries for QA evaluations

    3 votes

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    Under Review  ·  1 comment  ·  Quality » Filters  ·  Admin →
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    Matthew Prokop supported this idea  · 

  9. Feedback summary to be at the top of the evaluation

    3 votes

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    Acknowleged  ·  0 comments  ·  Quality » Evaluations  ·  Admin →
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    Matthew Prokop supported this idea  · 

  10. Evaluation Preview

    8 votes

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    Acknowleged  ·  0 comments  ·  Quality » Evaluations  ·  Admin →
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    Matthew Prokop supported this idea  · 

  11. Ability to save "Reviews" of evaluations as drafts before sending the review.

    5 votes

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    Planned  ·  0 comments  ·  Quality » Evaluations  ·  Admin →
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    Matthew Prokop supported this idea  · 

  12. Score Breakdown in Evaluation Notification

    8 votes

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    Acknowleged  ·  1 comment  ·  Quality » Evaluations  ·  Admin →
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    Matthew Prokop supported this idea  · 

  13. Option of replacing completed evaluations with Expert feedback/score after calibrations

    4 votes

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    Acknowleged  ·  0 comments  ·  Quality » Calibrations  ·  Admin →
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    Matthew Prokop supported this idea  · 

  14. Quality reports add custom fields as filters

    21 votes

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    Planned  ·  1 comment  ·  Quality » Reports  ·  Admin →
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    Matthew Prokop supported this idea  · 

  15. Track evaluated and skipped agents

    13 votes

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    Acknowleged  ·  2 comments  ·  Quality » Other  ·  Admin →
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    Matthew Prokop commented  · 

    fully support this idea - minus the excel sheet bit. please, God, no more excel. :D

    Lists with boxes to check off the agents within the workloads would be great - you could simply apply some of the features in scorecards for this.

    Matthew Prokop supported this idea  · 

  16. Reporting trends

    17 votes

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    Acknowleged  ·  2 comments  ·  Quality » Reports  ·  Admin →
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    Matthew Prokop commented  · 

    I second this - especially: GENERAL trend by scorecard questions would be great (not errors or correct, but overall score in %)

    Matthew Prokop supported this idea  · 

  17. Scorecard Question results for Calibrations

    2 votes

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    Acknowleged  ·  0 comments  ·  Quality » Calibrations  ·  Admin →
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    Matthew Prokop shared this idea  ·