Workforce Engagement Management

 View Only


Discussion Thread View
Expand all | Collapse all

Upcoming Quality Management UI label changes (Oct 18)

  • 1.  Upcoming Quality Management UI label changes (Oct 18)

    GENESYS
    Posted 09-19-2023 11:08
    Edited by System 01-26-2024 19:23

    Hi everyone,

    As a part of the upcoming release (updated date: targeting Oct 25) of the ability to dispute and the ability to assign an evaluation there will be some changes that affect existing functionality, as such I wanted to share that with the community in advance.

    • Within the evaluation panel, from an agents view we will change the "Save" button to say "Sign off"
    • Within the evaluation panel, we will change the label on the text input from "Agent Comments" to "Review Comments". This is also agent facing.
    • Within the evaluation panel, we will update label on the "Rescore" button to say "Revise Score". This is visible to Quality Admins and Evaluators. Typically this is not visible to supervisors or agents (unless supervisor and evaluator personas overlap).
    • Within the evaluation panel, we will change the label on a text input from "Supervisor Comments" to "Evaluator Comments". This text input is read-only for agents and supervisors, but it is still visible to them.

     


    #Workforce Engagement Management
    #QualityManagement

    ------------------------------
    Herrick Mai
    Genesys - Employees
    ------------------------------



  • 2.  RE: Upcoming Quality Management UI label changes (Oct 18)

    Posted 09-21-2023 16:14

    HI Herrick Mai
    Thank you for this information, it is helpful so that we can update our agents in advance.  Once you have the date we will see this on the upcoming releases?  Please confirm, It will impact all forms regardless if you are using the dispute functionality.

    As always, thank you



    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------



  • 3.  RE: Upcoming Quality Management UI label changes (Oct 18)

    GENESYS
    Posted 09-22-2023 12:18

    Hey Cressida, users that are in the dispute and assignment beta will already see these label changes as a part of that beta. The current target date of when all others outside the beta to see this would be Oct 18. If the date changes I'll be sure to update in the community posts.



    ------------------------------
    Herrick Mai
    Genesys - Employees
    ------------------------------



  • 4.  RE: Upcoming Quality Management UI label changes (Oct 18)

    Posted 09-22-2023 08:26

    Good Morning Herrick-

    These changes are excellent! I think this will help ease some confusion as to what the button truly means. Of course, I will still want to see the 'dispute' button renamed to something softer such as 'request revision' or 'request review' as the developers move along with this. 



    ------------------------------
    Cherri Lindquist
    Clinical Director of Nursing
    Company Nurse, LLC
    clindquist@companynurse.com
    ------------------------------



  • 5.  RE: Upcoming Quality Management UI label changes (Oct 18)

    GENESYS
    Posted 09-22-2023 12:23

    Hi Cherri, thanks for the feedback, I'll be posting a discussion to summarize all the feedback from that feedback and the outcomes shortly so please check it out when it is available.



    ------------------------------
    Herrick Mai
    Genesys - Employees
    ------------------------------



  • 6.  RE: Upcoming Quality Management UI label changes (Oct 18)

    Posted 10-16-2023 08:28

    Good Morning-
    I do not see these changes listed on the release page, can you confirm that they are still on target to release as of 10/18?



    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------



  • 7.  RE: Upcoming Quality Management UI label changes (Oct 18)

    GENESYS
    Posted 10-16-2023 12:05

    Hey everyone,

    We have updated the target date to now have the release date of Oct 25th.



    ------------------------------
    Herrick Mai
    Genesys - Employees
    ------------------------------



  • 8.  RE: Upcoming Quality Management UI label changes (Oct 18)

    Posted 11-10-2023 15:37

    Hi Herrick,

    My question is on rescore. We have noticed that if a different user rescored a completed evaluation, the evaluation will be viewable from the Agent Evaluation page but the score shows blank. The score is only viewable from the Agent Interactions. I haven't noticed this in the past and it was just a couple of days ago that someone brought this up. 



    ------------------------------
    Anna Jhane Mulinyawe
    Accenture Inc.
    ------------------------------



  • 9.  RE: Upcoming Quality Management UI label changes (Oct 18)

    Posted 11-10-2023 17:06

    Hi Anna,
    We noticed the same thing, it started on November 2nd.  We opened a Customer Care case.  We have not received a response as of today, 11/10.  It is a high priority for us due to the timing.  The rescores our team completed were for the month of October which is impacting reporting for the end of month.  



    ------------------------------
    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
    ------------------------------



  • 10.  RE: Upcoming Quality Management UI label changes (Oct 18)

    Posted 11-11-2023 14:32

    Hi Cressida, 

    Thank you for sharing. The reported missing data is also for month-end. Hoping this gets fixed soon. Have you received any response? 



    ------------------------------
    Anna Jhane Mulinyawe
    Accenture Inc.
    ------------------------------



  • 11.  RE: Upcoming Quality Management UI label changes (Oct 18)

    Posted 11-13-2023 09:09