Workforce Engagement Management

Hi Cherri,

Likewise it is always pleasant to hear from you. Thanks for the feedback. I would agree there is scope for improvement on the reporting. We've got a roadmap item to look into reporting for learning so I'll take the feedback from here and what you've placed into the ideas portal into account for that. 

As for your question about filtering the workspace sadly it is not currently possible to filter by queue. You can however create a group and filter with that. That might be slightly better than having to save a custom filter as you can choose to control visibility of groups between public, members only or owner only. It can also be used during auto assign. You can find groups under Admin -> Directory.

I'll be sure to keep the queue request in mind when we look at feature improvements going forwards.

Cheers,

Good Morning Paul-

Always great to hear from you!

I meant when reviewing the results AFTER the module has been completed in the workspace.

Workspace for me had ALL agents in the entire company. I then had to manually select/filter to see only my agents. I did save it as a view for future, but when I add staff to the team, it appears I will have to refilter and then save a new view again. Would be much more efficient to be able to sort the workspace with agent development view by the queue as a whole. Like we do when assigning the course

As far as viewing the answers- I placed several ideas in the idea portal yesterday, it would be very helpful to be able to pull answers from the team into a single report to look for trends where maybe all agents missed the same question to identify improvements in training needed etc. I did view the answers this morning for a few agents and found it very time consuming to actually click in the module itself to see that information. 

Cherri 

Hi Cherri,

Thanks for reaching out.

1. Once an assignment has been completed you can see the answers from the Agent Development workspace. So that would be Performance -> Workspace -> Agent Development. Once there you will see a break down of agent assignments and what status they are currently in. First set the date range to include the due date of the module in question. You can then filter by agent in the top left. Once you've found the agent you're looking for clicking them will show all development types assigned along with the module names. Clicking the module name of a completed assignment will launch the module in a new tab. You can then click View Module. Assessment answers are displayed in here.

2. I may need a little more context to help on this one. Do you mean for assignment? If so you can select "Queue" as part of the auto assign rules to assign modules only to agents on that queue. If you mean filtering elsewhere in the process let me know and I'll get back to you.

Hope that helps.

Hello there! I found this post helpful for how to find the who has taken or not, passed or not. Two questions

1- How do we see what the answers to the questions were. We have some that are free text and some that are exact answers. We want to see what an individual answered to see if we need to adjust the questions or provide more training

2- Is there a way to have it be able to filter by queue? I had to manually select my agent names otherwise it had the entire contact center listed. 

Thanks as always! 

Hi Brandon,

Thanks for the question. 

Currently only unpublished modules can be deleted. However we have a feature we are due to launch soon that will enable an archive feature for published modules. This feature will enable you to retire published modules whilst also choosing if you wish to allow existing assignments to be completed or removed from agents.

Hope this helps. If you have any further questions please let me know.

Hello,

I am learning how to use the Development and Feedback modules and now have some "test" assessments I no longer need. 

I was wondering if it was possible to delete Development modules after they have been published. 

Thank you,
Brandon

Hi,

Just wondering if there is a way for;

1) Agents to see what answers they got correct/incorrect
2) An option to redo the assessment if they did not achieve the required pass rate?

Hi Elishia

To see the results for an assessment i.e. score and selected answers it's possible to go back in to a module to have a look at the details

Regarding who has completed, in the Agent Development Summary page, you're able to filter by a specific module name and then view the Completed/In Progress columns. These figures will be updated based on the module you are searching for

In addition, we'll soon be releasing assessment score data to the prodct. This will then enable Managers to see the score for Agents and also Pass/Fail, either at the individual Agent level, or in the Summary page.

I hope this helps. If you still have questions please reach out.

Thanks

Hi Martin,

Thanks for your question, one of out team will respond to you early next week.

Many thanks

Hello,

If we are using the assessment mode, how do we see individual results or the questions they've missed? Also, how do we see who completed the module if we are sending it to a group?