Settings and activity

42 results found

1. Calibration score based on complete evaluations in a calibration session

   11 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  3 comments  ·  Quality » Calibrations  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton supported this idea  ·  Jul 14, 2022

2. Report that lists any agents NOT allocated to a workload

   4 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Acknowleged  ·  0 comments  ·  Quality » Workloads  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton shared this idea  ·  Jul 13, 2022

3. Workload connected to multiple filters

   27 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Started  ·  2 comments  ·  Quality » Workloads  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton supported this idea  ·  Jul 13, 2022

4. A report to list all agents that have NOT be evaluated within a given time frame

   4 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Acknowleged  ·  1 comment  ·  Quality » Evaluations  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton shared this idea  ·  Jul 11, 2022

5. Evaluations increase or decrease based on QA score

   10 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Prioritized  ·  1 comment  ·  Quality » Workloads  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton supported this idea  ·  Jul 11, 2022

6. Dashboard with overtall data of agents

   5 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Acknowleged  ·  0 comments  ·  Quality » Reports  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton supported this idea  ·  Jul 11, 2022

7. Set call duration between two times, for example between 30-360 seconds if we want to target shorter calls but weed out voicemail

   6 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  6 comments  ·  Quality » Filters  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton supported this idea  ·  Jul 11, 2022

8. Track evaluated and skipped agents

   14 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Acknowleged  ·  2 comments  ·  Quality » Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton supported this idea  ·  Jul 11, 2022

9. Tracking when accounts were deactivated

   3 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Acknowleged  ·  0 comments  ·  Quality » Other  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close
   Deniece Burton shared this idea  ·  Jun 29, 2022

10. Add the ability to approve or remove the ability to skip interactions in WL

    4 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Quality » Workloads  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    Deniece Burton supported this idea  ·  Jun 29, 2022

11. Mandatory Dispute Categories

    3 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Quality » Disputes  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    An error occurred while saving the comment
    Deniece Burton commented  ·  May 23, 2022  ·  Edit…  ·  Delete…

    This would be very helpful to us, as out reporting is reliant on the categories and if one is not assigned it devalues to reporting we can build.

    Save Submitting...
    Deniece Burton supported this idea  ·  May 23, 2022

12. Dispute add time frame for arbitrator to review

    14 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Quality » Disputes  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    Deniece Burton supported this idea  ·  May 23, 2022

13. Disputes - Change the name or add an option to make the function seem less negative / extreme

    3 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Quality » Disputes  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    Deniece Burton supported this idea  ·  May 23, 2022
    An error occurred while saving the comment
    Deniece Burton commented  ·  May 23, 2022  ·  Edit…  ·  Delete…

    Totally agree with this suggestion. The whole language used throughout the Disputes section is very negative: dispute, arbitrator, rejected etc.... it creates the impression that the agent need to argue/dispute their score...
    I would support a change to a more positive/collaborative use of language such as review or appeal instead of dispute, reviewer instead of arbitrator etc.

    Save Submitting...

14. Use different term than "Rejected"

    8 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  3 comments  ·  Quality » Disputes  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    An error occurred while saving the comment
    Deniece Burton commented  ·  May 23, 2022  ·  Edit…  ·  Delete…

    I agree with this, as per my comments on another suggestion. The language used throughout disputes is very negative and confrontational.
    I like Ian's suggestions of Overturned and Upheld.

    Save Submitting...
    Deniece Burton supported this idea  ·  May 23, 2022

15. Level 2 Dispute

    12 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  2 comments  ·  Quality » Disputes  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    Deniece Burton supported this idea  ·  May 23, 2022

16. Track Deleted Audits

    3 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Quality » Reports  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    Deniece Burton shared this idea  ·  May 18, 2022

17. Community feed wall posts with style

    4 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Community » Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

18. Score Breakdown in Evaluation Notification

    8 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  1 comment  ·  Quality » Evaluations  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close
    Deniece Burton shared this idea  ·  May 4, 2022

19. Definitions Doc

    4 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Platform » Scorecards  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

20. More reporting on coaching, not just sessions completed / effectiveness

    •  

    4 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    Acknowleged  ·  0 comments  ·  Coaching » Reports  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close