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What are your most requested features to be added in Quality Management?

  • 1.  What are your most requested features to be added in Quality Management?

    Posted 4 hours ago

    This question is meant for Quality Evaluators but feel free to chime in if you have any ideas.

    Mine are: 

    1) Improved ease of reporting -- in particular, being able to export questions/sections for completed quality evals.
    2) The ability to export calibration results


    #QualityEvaluations

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    Joseph Robert Mangibin
    Senior Analyst, Quality Intelligence
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  • 2.  RE: What are your most requested features to be added in Quality Management?

    Posted 3 hours ago

    Good question, 

    One of the largest features we get requests for is the ability to provide detailed level reporting for QA Evals. i.e. Per question and per question group 

    It'd be nice to see each agents QA eval in detail and to also be able to query for specific questions to see if agents in general are struggling with certain aspects such as call greeting, call closing, hold techniques, etc.

    The idea https://genesyscloud.ideas.aha.io/ideas/WEM-I-316 appears to be in development. Really hope it hits the mark!

    Thanks!



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    Shane Jenkins
    IT Sys Admin Mgr
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