That's great news! I'll be looking forward to reviewing the associated documentation this week.
Original Message:
Sent: 10-23-2023 11:29
From: Herrick Mai
Subject: Quality management enhancements – Agent's comments on evaluations
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
Original Message:
Sent: 10-19-2023 13:11
From: James Starling
Subject: Quality management enhancements – Agent's comments on evaluations
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
Original Message:
Sent: 10-18-2023 11:33
From: Glenda Kingston
Subject: Quality management enhancements – Agent's comments on evaluations
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:
- Agent enters comments if disagreeing with scoring of evaluation.
- Comments forward to assigned team lead inbox.
- The team lead reviews the comments and clicks to appeal if in agreement after full review.
- Supporting comments are entered and appeal submitted.
- QAC Leadership reviews appeal once submitted and rules based on interaction and resources.
- Applicable scoring changes are entered, and evaluation resubmitted.
i. Ruling options
- Mark Stands (agree with original deduction)
- Overturned (points are returned)
- Draw (moves to coaching, points are returned)
- 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.
Original Message:
Sent: 10-18-2023 10:13
From: Julie Kleedorfer
Subject: Quality management enhancements – Agent's comments on evaluations
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.
Original Message:
Sent: 02-17-2021 13:06
From: Natalia Abad
Subject: Quality management enhancements – Agent's comments on evaluations
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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