Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Ability to Export QA Calibration Results

    Posted 08-25-2022 13:54
    No replies, thread closed.
    Genesys Cloud Ideas Portal

    In our contact center, we have 6 evaluators that participate in calibrations. Currently when reviewing discrepancies, we have to manually look at each one which is very time consuming. This idea requests for it to be able to be exported into excel/CSV for easy review. 

    Although I didn't put the idea in originally, it would be a HUGE time saver. Go into the ideal portal and vote it up please! 


    #QualityManagement

    ------------------------------
    Cherri Lindquist
    Company Nurse
    ------------------------------


  • 2.  RE: Ability to Export QA Calibration Results

    Posted 08-29-2022 05:16
    Edited by Tracy Vickers 08-29-2022 05:17
    No replies, thread closed.
    Hi Cherri,

    I've voted :-) - for everyone else this is the link to take you to the idea: https://genesyscloud.ideas.aha.io/ideas/QUAL-I-19

    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Ability to Export QA Calibration Results

    Posted 08-30-2022 18:46
    No replies, thread closed.
    Hi Cherri

    Are there improvements we can make to the calibration review screen to help with this use case? Example below


    Would love your feedback as always. 

    Cheers

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management
    ------------------------------

    Original Message


  • 4.  RE: Ability to Export QA Calibration Results

    Posted 09-01-2022 08:31
    No replies, thread closed.
    Good Morning Cam!
    Sorry for the delay, it's been a busy week!

    The calibration screen currently only allows for you to see a max of 4 evaluators- we currently have 6 that participate every time. So in order to see the 2 that happen not to be the lucky ones, I have to go back to the evaluation list and see which ones are calibration ones. Additionally, the bubbles do indicate where there are comments but as I mentioned, you have to click on each one individually.
    Some ideas I had were
    1- if there are comments, allow for all evaluators scores for that particular line item to be reviewed at the same time The goal is to see if other evaluators marked down for the same thing and if the comments were similar. This is key to see where the QA team may not be in alignment.
    2- Allow for all of the evaluations to be exported to a CSV/Excel so that the discrepancies could be sorted. Again, looking for where we are not in alignment.

    I use both where we scored the same and discrepancies to guide our quarterly meetings. I take the information line by line to create a power point which is very time consuming but worthwhile. The CVS/Excel would speed up this process by hours and would allow me to do these meetings monthly. 

    Example of one of a few slides 


    What is great about this screen is the high/low/average/variance. I wouldn't change that at all



    Let me know what other questions/ideas I can answer!

    ------------------------------
    Cherri Lindquist
    Company Nurse
    ------------------------------

    Original Message


Related Content