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  • 1.  Agent Activity View - Quality Management Widgets

    Posted 02-07-2022 14:57
    Edited by Tracy Vickers 02-17-2022 07:28
    No replies, thread closed.

    Hello Community,

    Since January 26 the agent activity view now includes an evaluation summary card that enables agents to view a summary of aggregate evaluation scores and evaluations that are due for review. The new additions to the agent activity view are:

    Evaluation Summary Widget: The card shows a summary and average scores for the week and month. The user has the ability to select an individual evaluation form or all forms, as well as the date dimension from evaluation created date, evaluation released date or conversation date. 

    Evaluations Due for Review: The card shows recent evaluations (30 days or less) released to the user that are pending review and acknowledgment. 

    For more information, see Agent activity overview.  

    It would be great to hear your thoughts and feedback.



    #WEM
    #QualityManagement
    #Gamification


    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------


  • 2.  RE: Agent Activity View - Quality Management Widgets

    Posted 02-12-2022 22:19
    No replies, thread closed.
    Does anyone else not like that this takes up the entire middle panel of the Activity view and you have to scroll for just about everything else?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Agent Activity View - Quality Management Widgets

    Posted 02-13-2022 17:28
    No replies, thread closed.
    For our customers we are still seeing a slower uptake in the learning modules, or gamification features, which means that the evaluation information is the most relevant content on this page - and therefore valuable to be able to view like this. For other customers this wouldn't be the case. I know it's complicated in a multitenant environment where you want to simplify the release process, but similar to the dynamic views if the content on this page could be moved around to suit screen real estate or customer priorities that could be a nice addition?

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------

    Original Message


  • 4.  RE: Agent Activity View - Quality Management Widgets

    Posted 02-14-2022 18:42
    No replies, thread closed.
    Thank you for your feedback Robert!. @Shikha Khattar FYI. I believe there are some agent activity layout changes in the plans, correct?.
    ​

    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
    ------------------------------

    Original Message


  • 5.  RE: Agent Activity View - Quality Management Widgets

    Posted 02-15-2022 10:57
    No replies, thread closed.
    Hi Jose and Robert - Yes. We are planning on moving scorecard summary to the top right and personal bests to the bottom right. That might help with some of the concerns shared here.

    Agree with Gareth here that Evaluations form the most important piece for most customers so makes sense to be the first widget on the page. There is an idea related to being able to move around widgets on this page dynamically - https://genesyscloud.aha.io/ideas/ideas/WEM-I-886. Feel free to upvote or subscribe to the idea.

    ------------------------------
    Shikha Khattar
    Genesys - Sr. Product Manager - Workforce Engagement Management
    ------------------------------

    Original Message


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