Workforce Engagement Management

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  • 1.  Quality management enhancements – Agent's comments on evaluations

    GENESYS
    Posted 02-17-2021 13:06
    No replies, thread closed.

    Hello, Community members.

    Today we're happy to share our enhancements for the quality management capability! This improvement will be bringing to the quality summary tab a new column that will display an indicator to reflect if an agent has added a comment to his evaluation, adding to the existing capability that allows to see if an agent has reviewed his evaluation. 

    Quality evaluators can now quickly understand if comments are made by agents in their evaluations, which may require further actions from them, whether it be re-scoring the evaluation or scheduling a coaching session for further discussion.

    Key features:

    • Calibration
    • Evaluation form weights
    • View an interaction evaluation
    • Create policies

    Resources:

    #QualityManagement

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    #Announcements
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    Daniel Ho
    Product line manager, Product Management - Workforce Engagement
    Genesys Cloud


    #QualityManagement
    #WorkforceManagement

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    natalia abad
    Genesys - Employees
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  • 2.  RE: Quality management enhancements – Agent's comments on evaluations

    Posted 10-18-2023 10:14
    No replies, thread closed.

    Good morning! Do the Evaluators receive any type of notification so that they know a comment was made by an agent??



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    Julie Kleedorfer
    Inspiritec, Inc.
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  • 3.  RE: Quality management enhancements – Agent's comments on evaluations

    Posted 10-18-2023 11:33
    No replies, thread closed.

    Hi Julie, 

    There are no notifications on evaluations when an agent comments, we are reviewing the potential for an appeals process and are hoping to see a clickalbe process similar to the high-level process view below.

    Minimum Function Expectation:

    1. Agent enters comments if disagreeing with scoring of evaluation.
    2. Comments forward to assigned team lead inbox.
      1. The team lead reviews the comments and clicks to appeal if in agreement after full review.
      2. Supporting comments are entered and appeal submitted.
    3. QAC Leadership reviews appeal once submitted and rules based on interaction and resources.
      1. Applicable scoring changes are entered, and evaluation resubmitted.

                                                                   i.      Ruling options

          1. Mark Stands (agree with original deduction)
          2. Overturned (points are returned)
          3. Draw (moves to coaching, points are returned)
      1. Reports can then be ran indicating trending at various levels of the evaluation process.

                                                                   i.      Results are then tracked to measure Quality Coach effectiveness.

                                                                 ii.      TL submissions can be reviewed for additional opportunity.



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    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
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  • 4.  RE: Quality management enhancements – Agent's comments on evaluations

    Posted 10-19-2023 13:12
    No replies, thread closed.

    When do we think this dispute functionality will be available? Today, we have an email process and export the evaluations report to summarize agent comments. Will there be an interface to review recent disputed evaluations and / or comments submitted by agents? Thanks in advance for your response. 



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    James Starling
    Global Credit Union
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  • 5.  RE: Quality management enhancements – Agent's comments on evaluations

    GENESYS
    Posted 10-23-2023 11:30
    No replies, thread closed.

    Hi James,

    The dispute functionality is going to go live this Wednesday actually, you'll be able to find information on it within the resource center when it goes live. Thanks



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    Herrick Mai
    Genesys - Employees
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  • 6.  RE: Quality management enhancements – Agent's comments on evaluations

    Posted 10-23-2023 14:09
    No replies, thread closed.

    That's great news! I'll be looking forward to reviewing the associated documentation this week.



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    James Starling
    Global Credit Union
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