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New enhancement for Evaluations causing issues

  • 1.  New enhancement for Evaluations causing issues

    Posted 04-08-2021 12:08
    My evaluators do not like the new enhancement launched yesterday with the evaluation forms. The part they work on the most (the form itself) is now the smallest part of the screen. is there any way to allow for resizing of that screen?
    #AskMeAnything(AMA)
    #QualityManagement
    #Roadmap/NewFeatures
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions
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  • 2.  RE: New enhancement for Evaluations causing issues

    GENESYS
    Posted 04-09-2021 07:59
    Is it the size of the font, or something else?

    Would you be open to meeting to get more details on your feedback?

    Thanks,

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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 3.  RE: New enhancement for Evaluations causing issues

    Posted 04-09-2021 09:20
    The issue is that you can't resize the section with the evaluation form. The evaluators want to be able to make that larger.

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    Amber Krueger
    Ultimus Fund Solutions
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  • 4.  RE: New enhancement for Evaluations causing issues

    GENESYS
    Posted 04-09-2021 16:22
    There are multiple reasons why it was moved to the side:
    1) it allows users to playback the audio and see the transcript with topic and sentiment markers while filling out the evaluation form
    2) we plan on moving digital content down in to the transcript tab so that users have more space to see the full chat or email
    3) it allows access to information on the details tab as well such as wrap up codes and participant data (coming soon)
    4) it gives more vertical space for the form so you can view more questions

    If you were to open it wider, how much wider would you want it to be?

    Thanks,



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    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 5.  RE: New enhancement for Evaluations causing issues

    Posted 04-12-2021 12:39
    Thanks for the insights. A few things. We would like the ability to re-size the area as each individual desires. You know how on an excel cell, you can hover over the edge and you get the option to drag and expand or contract? That's what we are thinking. That way, if people like the smaller size, they can keep it that way BUT if they are looking to have it be larger, they can pull it out to what works for them.

    We had another complaint about things not saving. This new format means that if the person completing the evaluation gets a call to handle, the form goes away before they have time to save it. Is there a way to either have the SAVE button at the top of the form instead of just at the bottom? Also, is there a way to have an auto-save component added (every couple minutes)? Or is there a way that the form doesn't go away if the evaluator gets an incoming call (all of our evaluators except 1 take calls)?

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    Amber Krueger
    Ultimus Fund Solutions
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  • 6.  RE: New enhancement for Evaluations causing issues

    GENESYS
    Posted 04-15-2021 13:27
    The form should not go away when handling a call.  Can you open a ticket with customer care on that?

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    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
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