Question 1

QualityDesk Frontpages

Accepted Answer

|| Roles, that can do this: All. ||| Please note! The front page always shows the data from the current month. If evaluations are made for another calendar month, they will not appear on the front page.

QualityDesk's front pages

Front pages are similar with all users. The data shown changes depending the role in QualityDesk. If user has multiple roles, the highest will determine the front page.

You can see the different front pages by roles from here: Admin/Management user: Admin and Management users front page Unit supervisor: Unit supervisors front page Coach: Coaches front page Team leader: Team leaders front page Agent: What does Agents see in QualityDesk? (Agents view)

Question 2

How to fill an evaluation?

Accepted Answer

|| Roles, that can do this: Agents (If given rights), Team leaders, Coaches, Unit supervisors, Company supervisors and Admin -users.

You can start filling an evaluation form from multiple places. The easiest way is to go to Teams and agents page and start an evaluation from there.

|| Every form you start, will be automatically saved every 10 seconds. If you don't want to save the form go to the bottom of the form and select Empty and delete form.

Filling an evaluation form's basic information

Evaluee will show you the persons name your evaluating. If you need to change it, just click the name.
Event date you can change freely alongside with the time. ||| Please notice, that the evaluation will go the time period of you choosing!
Dimensions are the sorting options that you can use to sort results in reporting. If there is a red star next to it, this means the dimension is mandatory to fill.

Filling the evaluation part

The form might have different sections and under each sections there are the evaluation questions and options.
Coloring of the evaluation options are Green = Most points, Blue = Second most points, Red = Least points or 0 points.
If you see i -icon next to the question, take the cursor on top of it and you will see the information behind the question.
If there is a text field under the qu

Question 3

Admin and Directors users front page

Accepted Answer

|| Roles, that can do this: Director and Admin -users ||| Please note! The front page always shows the data from the current month. If evaluations are made for another calendar month, they will not appear on the front page.

On the right upper corner there are:

Name of the organisation you are in. If there are multiple organisations you can select the desired one from the list.
Your name and role(s) in QualityDesk. Clicking your name you can access to your Profile and Company settings.

Reporting on the front-page

In the boxes you can see the amount of evaluations and coachings in your company. Clicking these boxes you will go to Do evaluations and Do coaching pages. There is also the overall quality score and its change compared to last month.
Units summary will show you the results and goals by units. Next to summary there is a graphics that shows you the units from best to poorest in quality. Both of them you can select the data to be Current month, Last 3 months or Last 12 months. From the graphics you can select to show the results by Units, Teams and Agents.
Under the summaries you have an Events log, where you can see who has filled evaluations to whom and next to that there can be Tasks, that have been assigned to Team leaders from the Company settings. Tasks can be set by Admin and Management users and Unit supervisors.
And lastly you will have your Upcoming Follow Ups, if you are using QualityDesk to coach supervisor l

Question 4

What does Agents see in QualityDesk? (Agents view)

Accepted Answer

What does agents see in QualityDesk?

If you give logins to agents (can be done by team leaders, coaches, unit supervisors, management and admin users), they can follow the evaluations and coachings filled to them in real time.

From evaluation forms agents see:

Scores
Feedback under the evaluation questions
Feedback at the end of the form

From coaching forms agents see:

Everything written on the form.
Agents can edit the form as well (Supervisor who filled the form will get a notification).
Development follow ups.

Question 5

How to edit teams?

Accepted Answer

|| Roles, that can do this: Unit supervisor, Management and Admin -users

How to edit teams?

From the navigation bar on the left, select Manage teams and agents and Teams and agents. Select the team you want edit.

Then click the Edit team button.

You can edit the teams name, and the teams goals. Here you can also assign the team to another team leader.
Make the desired changes and click Save.

|| Team leaders can have multiple teams, but a team cannot have multiple team leaders.

Question 6

Report: Evaluations and comments

Accepted Answer

|| Roles, that can do this: Team leaders, Coaches, Unit supervisor, Management and Admin -users

From the Evaluations and comments report, you can see the evaluations, dimensions and all the comments that have been written to the evaluation forms. Each line in the report is one evaluation. When you open the questions from the Show questions button, you can see all the comments under the questions. The Dimensions you will see, when you click Show dimensions button.

If you wish, you can take the data into Excel. Note that Excel comes in HTML format, which is why you get a warning when opening the file, but the file is safe to open in any case.

Report works as follows:

Select the wanted evaluation form.
Then select the dates from which time period you want to see results.
If you want to use Dimension to filter results, you can select wanted Dimensions to do so.
If you are Unit supervisor, Management, Admin or Coach, you can select the teams. If you're a Team leader and you have rights to see other teams results you can select the teams as well. Select multiple by pressing Ctrl (Command in Apple) and select the wanted teams.
The results will come to the sheet as you select the options.
If you want to see the questions, click Show questions -button. (This is good to do every time you take data to Excel.)
If you want to see the dimensions, click Show dimensions button. (This is good to do every time you take data to Excel.)

The color

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