Workforce Engagement Management

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

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.

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

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. 

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.

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

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

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. 

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.

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