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Q4 2024 | Q3 2024 | Q2 2024 | Q1 2024 | Q4 2023
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Q4 2024
31st October 2024
Feature enhancements
We've recently released a number of enhancements to existing functionality to better support your evaluation workflows and reporting capabilities.
1. Report on unpublished evaluations
When carrying out an evaluation you have the option to send the evaluation for review before it gets published. You can now apply a filter in the KPI report to include evaluations that are under review.
2. Order your root cause list
In a draft or active scorecard you can re-arrange your root cause list using a drag and drop option (this is similar to how it works for line items). When the list has been re-ordered or on new scorecards a sort will apply to root causes within reports to match the scorecard order.
3. Ability to change summary feedback following a query
When an evaluation has been queried and the score has been changed during a review, you can now also edit the summary feedback within the review page. This means the summary feedback can be amended to better reflect the updated score
4. Mark all feedback items as reviewed in the completed evaluations screen
We've added an option within the actions menu of an evaluation to be able to mark all feedback as reviewed. This means you can mark feedback as reviewed in bulk for a given interaction more efficiently.
5. Reporting on reviewed feedback
To be able to better report on reviewed feedback and identify trends we've added a column to the quality exporter to indicate if all feedback has been marked as reviewed (Yes, no, partially, N/A).
17th October 2024
Enhancements to the evaluation screens
A re-design of the evaluation screens is coming! The refreshed evaluation screen improves the look and feel of the evaluation process while introducing several key enhancements.
The new 3 column layout showcases the conversation insights functionality and facilitates the use of insights during the evaluation workflow. Additional enhancements including style changes to line items and options to customize focus within the page aim to support the overall experience of the evaluation process.
Click the 'preview changes' in the yellow banner to enable the new screens. For the next few weeks you’ll be able to switch back to the original view until the new view becomes the default. Please reach out with any feedback you have on these changes so we can support you in this transition.
For more information you can watch our demo video;
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2nd October 2024
Introducing 1-2-1 plans and agent profiles
We're excited to announce the release of 1-2-1 Plans and Agent Profiles. These tools are designed to help streamline performance management and goal tracking.
1-2-1 Plan
You can now easily track long term objectives for your agents using the plans functionality. Create plans for your agent's with defined goals and track progress and outcomes against these goals.
Agent Profiles
Get a comprehensive view of your agent's performance data from a single place. You can access an agent's profile to get an overview of their evaluation, feedback, 1-2-1 and community reporting data.
These enhancements are designed to create efficiencies, boost agent performance and encourage more meaningful conversations with your team. You can find out more about how to use these new features from the guides below.
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Q3 2024
12th September 2024
Manage the visibility of scorecard results
You can now limit users from seeing a scorecard and the associated results by restricting scorecard visibility. This gives you the flexibility to match scorecard and evaluation access to your organisation's structure.
When using the multiple evaluations functionality you'll now see an additional section within your scorecards to be able to 'hide results from'. Here you can select one or more roles to hide the scorecard and it's associated results from.
Given a user's role has been added to the 'hide results from' section of a scorecard this means that;
- The scorecard will not appear in any scorecard filters across the platform
- Evaluations against that scorecard will not be seen to those users
- And results from these scorecards will be excluded from reports and dashboard widgets
Take a look at our
user guide to find out more about how this functionality works!
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Introducing: Manual Conversation Import
September 3, 2024
We’re excited to announce the manual conversation import feature. EvaluAgent users can now quickly import specific conversations from supported CRM, CCaaS, and ticketing platforms without waiting for the hourly import cycle.
What do you get?
- The ability to import conversations from the Imported Contacts page.
- The ability to import conversations from the Integration Utilities page.
Follow our guide to get started.
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Introducing the Conversation Analytics Exporter (Beta)
August 14, 2024
As part of Evaluagent's commitment to providing businesses with insights about the activities of their support team, we are excited to announce the Conversation Analytics exporter. This feature allows you to generate detailed reports that can be used to identify trends in your customer support conversations.
This report includes information about the conversations, sentiment, xNPS, Insight topics, audio metrics (where applicable) and many more. This data can be imported into tools like Power BI, Tableau, Metabase etc for deeper analysis
Here's what you can expect:
- Export all the Conversational Insights associated with the Conversation e.g Insight topics, xNPS, sentiment etc
- Compatibility with platforms like PowerBI, Tableau and others
Discover the benefits and possibilities of this new feature on our
blog.
Follow our
guide to get started.
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Introducing Multiple Evaluations
August 1, 2024
We're excited to announce the launch of multiple evaluations. This functionality introduces the ability to carry out several evaluations per interaction against different scorecards. These evaluations can be assigned as part of an automated work queue or carried out manually on a conversation to better meet your QA processes. As part of this release you'll also see some improvements in our user interface, making more space on the page for all the important stuff and creating a simpler navigation for your evaluation workflows.
Multiple evaluations as part of an automated work queue
Set up work queues to be able to evaluate conversations that have no existing evaluations or to include conversations that have previously been evaluated.
Manual Multiple Evaluations
Evaluate a conversation where an existing evaluation has occurred and navigate across tabs to view each evaluation
Below is a summary of the additional user interface changes you'll see in the evaluations screen as part of this release:
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Summary bar
To more easily view a conversation and the evaluation details we've reduced the size of the summary bar showing the key information relating to the conversation. You can expand/hide this to see additional details as required.
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Evaluation modal
Similarly, within the evaluation modal key details are summarised within the screen and additional information like evaluator details and agent acknowledgements can be viewed as needed per evaluation.
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Awarding badges
Award a badge as part of the QA flow within the evaluation modal. The option to award a badge now sits at the end of an evaluation.
When will I see this feature?
We're excited for you to start using this new functionality and will be rolling out multiple evaluations to accounts gradually over the next few weeks. The user interface changes will be available to all accounts immediately.
For even more information on how to use multiple evaluations take a look at our
user guides
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Introducing Multi-Language Support
July 19, 2024
Bonjour!
We are pleased to announce that evaluagentCX now supports multiple languages, facilitating greater ease for contact centres worldwide to fully leverage the platform's capabilities.
evaluagentCX enhances the effectiveness of global contact centres by providing multilingual support, ensuring consistent and accurate evaluations across various languages.
Here’s what to expect:
Viewing the UI in your preferred language:
Enjoy greater visibility with a UI that speaks the same language as you. With just a click, you can customize the UI to the language you are most comfortable with.
Automatic language detection:
Our market-leading call transcription, automatically detects and transcribes the dominant language spoken in a call, making it ideal for multilingual environments. Or, with our specified language offering, you can identify the language you wish to have enabled on the platform especially if you need a broader range of languages.
Read our
guide to get started on using multiple languages in your contact centres.
RingCentral Integration
June 4, 2024
We're excited to announce our direct integration with RingCentral! This integration offers a seamless & secure sync of your support calls between RingCentral and evaluagentCX
Here's what you can expect:
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Easy and secure set up
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Hourly ticket import
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Powerful configuration
Visit our set-up
guide to get started with RingCentral today or visit our
RingCentral page to learn more.
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Introducing xNPS Beta
April 24, 2024
xNPS is evaluagent’s answer for the contact center that wants to move away from declining response rates and sample bias that’s often associated with customer surveys.
Through our new xNPS feature, we can predict, with 80-90% accuracy, the likely NPS Rating (and why!) a customer would give based on the interaction they’ve just had with your contact center – all without needing to run a survey program, saving your customers valuable time.
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User Interface Enhancements
April 22, 2024
As our journey to enhance and simplify our user interface picks up pace, we are thrilled to release the first steps on that journey.
This release includes three new updates to our user interface that will simplify navigation around the platform, fast track some of your critical workflows and add a little more interest and personalisation. They cover:
- The use of profile pictures or avatars wherever a user is mentioned
- The ability to 'create' new actions, feedback, contacts etc from anywhere in the platform
- A simplification and refresh of the main platform banner to ensure the most useful features are easily accessible
You've been able to create your own profile picture or avatars for a while now, but with this latest update your profile images will be shown proudly across the whole platform wherever a specific user is mentioned. That might be in completed evaluations, KPI reports or evaluations themselves.
The create new button provides a direct short-cut to allow you to create new feedback, actions, contacts etc without needing to navigate to the specific menu option in the side-bar.
The ‘+ New’ button is visible on the main header banner from wherever you are in the evaluagent platform making it much simpler and faster to create those new assets you need.
What options you can see are controlled by the permissions that your user has. The full list currently of possible ‘new’ assets to create is as follows:
- Feedback – create new general feedback for another user
- Contact – create a new contact to evaluate
- 1-to-1 – create a new 1-to-1 meeting with a member of your team
- Action – create a new action to assign to another user
- Meeting Request – Create a request for a meeting
- Announcement – create a new announcement to be shared across your teams
- Single Calibration Session – create a single one off calibration session
- Recurring Calibration Session – create a regular recurring calibration session
- User – create a new single user or bulk upload of users
The main banner within the evaluagent platform is visible from any page. We have reduced the number of icons that appear on this banner and moved the platform search tool to a much more central and prominent position so that its always there when you need to search the platform.
You'll see that the notification icon is still visible next to your profile picture but other functions such as 'Help' can now be found under your profile picture, simply click on the profile picture to access this menu.
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Enhanced Query Settings
April 18, 2024
Previously, you could only set the ability for users to query evaluations as either on or off. The setting applied equally to all roles, so if you wanted to prevent agents from raising queries then team leaders were also prevented too.
This update to the quality settings now allows you to select a little more granularity in who and raise and see queries. The expended setting found under Quality Settings > Workflow, now lets you select one of the following three states:
This change will therefore support different approaches to managing evaluation queries depending on your specific business needs or working practices.
Available now to all accounts.
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Assembled Integration
April 11, 2024
We're excited to introduce our latest integration, with Assembled WFM! This integration offers seamless synchronization of QA scores and coaching sessions, leveraging WFM schedules from Assembled.
Here's what you can expect:
Visit our
guide to get started!
Team Leaders Acknowledging Feedback
March 13, 2024
We are happy to unveil an update to our feedback process, designed to help you track and manage feedback about your team members. This enhancement, has been inspired by invaluable insights from our active community of customers.
Our current feedback workflow lacked a crucial component: the ability to track whether Team Leaders and Managers had seen, acted upon, and acknowledged vital feedback about their team members.
Introducing The Solution:
We are pleased to introduce a simple yet powerful solution to this challenge: Feedback Acknowledgement. With this enhancement, Team Leaders can now easily acknowledge feedback about their team members with just a click of a button.
- Upon acknowledging feedback, the profile picture of the respective Team Leader will be visibly stamped against the specific feedback entry. This provides a clear visual indicator that the feedback has been seen and actioned.
- Multiple users can acknowledge the same piece of feedback, allowing for comprehensive tracking and accountability.
- For those who want to delve deeper into feedback management metrics, we've integrated the acknowledgement status into our downloadable CSV reports. Now, you can effortlessly track how many feedback items have been acknowledged by your leadership team, empowering you with actionable insights to drive continuous improvement.
Stay tuned for even more functionality in the pipeline! In the near future, we'll be incorporating this acknowledgement feature as a key performance indicator (KPI) in our SmartView Dashboard, enabling you to seamlessly monitor feedback engagement and responsiveness at a glance.
We believe that this enhancement will not only streamline your feedback management processes but also foster a culture of accountability and continuous improvement across your organization.
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Bulk Activation of Pending Users
January 3, 2024
We will shortly be releasing an enhancement to the current user management capabilities that enables you to bulk activate users that are in pending.
Pending users are users that have been connected to the EvaluAgent platform via a third party system using technologies such as System for Cross-Domain Identity Management (SCIM).
Pending users do not consume an EvaluAgent user licence and have no roles, permissions or login access assigned. They therefore can not log into and use the EvaluAgent platform until they have been activated.
What does the activation process do?
Activation of pending users will move them from a pending state into an active state. This means that the users will be:
- Assigned a role or roles
- Assigned a team or reporting level
- Be given permissions to login to the EvaluAgent platform
All activated users will consume a user licence.
The bulk activation enhancement will enable you to select one or more pending users who will have the same role and or team, configure and activate them with just a few clicks.
Previously you would need to do this one user at a time, so this enhancement will save administrators time in managing pending users and reduce the 'click' milage required.
Automatic Scorecard Selection via WorkQs
December 13, 2023
Speed up the evaluation process and ensure the correct scorecard and evaluation mode are always used when evaluations are assigned via an AutoWorkQueue.
When building an AutoWorkQueue you will now have the option to assign an evaluation mode and/or scorecard. If the evaluation mode and scorecard have been defined within the AutoWorkQueue then these are pre-populated for the evaluator when they arrive on the evaluation screen - saving time and reducing the risk of human error.
We hope you enjoy this small quality of life enhancement.
If you have any questions, please reach out to our support team.
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User Sync (beta) for Zendesk
November 28, 2023
User sync is a powerful new feature designed to seamlessly import and periodically update user data from 3rd-party platforms into Evaluagent. i.e we help you import your users from your existing platforms (e.g Zendesk) and keep your user information up to date. E.g when an agent's name changes after marriage it gets updated in Evaluagent
The first implementation of user sync (beta) is on Zendesk and our existing Zendesk customers will be able to use this now
Click
here to learn more about user sync.
Contact your Account manager to get started now!
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SmartGroups for Custom Reporting Groups
November 2, 2023
Announcing the release of Smartgroups for Custom Reporting Groups that enables you to create dynamic reporting groups based on a condition(s) of your choice.
SmartGroups can be built alongside the existing manual custom reporting groups you may already use and will be available in reporting and dashboards just as these groups do today.
SmartGroups have the added benefit of taking away the manual updating of these groups by automatically updating group membership based on a condition(s) that you define.
So for example, you can create a condition that will identify any agents that have a employment start date within the last 90 days. Every 24 hours, SmartGroups will check your group membership against this condition and add or remove agents that no longer meet this condition.
You therefore get only the agents you want in your custom reporting groups.
Other examples you can build conditions for include:
- agents whose average quality score over the last 30 days is below a certain point
- agents who have not had an evaluation in the last 7 days
- agents who have received less than 5 evaluations this month
- agents who have received more than 5 badges this year so far
Like manual custom reporting groups, you can have as many SmartGroups as you wish.
SmartGroups are available under
User Management > Custom Reporting Groups
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SmartView Master Filter Views
November 2, 2023
Thanks to your feedback, we have just released an update to SmartView custom dashboards that will allow you to temporarily change the filters on all your widgets with a master filter.
The master filter is available across all your personalised dashboards and will enable you to change the following for all your widgets:
- Reporting Period (date ranges)
- Reporting Level (teams, departments etc)
The master filter when selected will apply your selections to all widgets in the currently active dashboard temporarily, so you can compare your dashboard metrics across different teams and different reporting periods quickly and easily.
When you've finished, just simply click on revert or navigate away from your selected dashboard and all changes will be reverted.
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Community
November 1, 2023
We have launched our new Community product which introduces three exciting features:
Gamification
Announcements
Easily share updates, responses to employee suggestions, or important information with your contact center colleagues across the user base.
Announcements Quick Start Guide
Suggestion Box
Watch the video to find out more!
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