Best Practices for Agent self-evaluation and notifying evaluations
One of QualityDesk’s best features is its ability to grant employees self-assessment rights. This ensures that employees can evaluate their own performance and clearly understand what is expected of them. Self-assessment is also an excellent way to add a 360-degree dimension to quality assurance, where the employee evaluates their own work, the supervisor/coach provides their perspective, and, if customer feedback is included in the evaluation, the process becomes complete.
Here are practical tips on how to use self-assessments in the QualityDesk application:
Self-evaluation must be enabled in QualityDesk's "Company settings." This setting can be adjusted by Unit supervisors, Directors, or Admin users. Instructions for this can be found here.
You can create logins for agents in the application through their profile or on the "Teams and agents" page. Logins can be created by Team supervisors, Coaches, Unit supervisors, Directors, or Admin users. Admin users can also create accounts via "User management".
To create logins from a profile, go to the user’s profile, select "Management" under the profile picture, and click "Edit." Then choose "Create and send login to agent." If this option is missing, add an email address for the person to log into the application.
On the "Teams and agents" page, you can send logins to multiple agents by selecting the desired users and then choosing "Create and send login to user" from the top menu.
For self-assessments, it’s best to use the same form as is normally used for quality assurance. This ensures that everyone evaluates performance based on the same criteria. However, you can create separate forms if you want self-assessments to focus on, for example, the employee’s feelings and experiences about their work.
Forms are usually visible to employees. If they aren’t, there may be a role or unit restriction preventing the form from being displayed. This can be adjusted by Unit supervisors, Directors, or Admin users.
Agents can notify their self-assessments to their Team leader in the application. Once the evaluation is completed, the agent can go to the homepage, select the most recent form from the graph, and click the "Notify team leader" button.
Team leaders can open the form directly from the notification in the application, review the self-evaluation, and, if desired, immediately fill out an evaluation of the same interaction by selecting "Fill out a new form for this agent" from the form.
Tip: Add a Dimension to the form where the evaluator selects their role. This makes it easier to identify evaluations in the employee’s profile and reports.
You can easily compare self-assessments and supervisor evaluations by going to the employee’s profile, selecting the timeframe from the graph when the forms were completed, or navigating to the "Browse evaluations" tab in their profile.
If you have any questions, feel free to contact us via the in-app chat or at support@qualitydesk.com.
Here are practical tips on how to use self-assessments in the QualityDesk application:
1. Check that self-evaluation Is enabled in the Company settings
Self-evaluation must be enabled in QualityDesk's "Company settings." This setting can be adjusted by Unit supervisors, Directors, or Admin users. Instructions for this can be found here.
2. Create logins for agents if they don’t already have them
You can create logins for agents in the application through their profile or on the "Teams and agents" page. Logins can be created by Team supervisors, Coaches, Unit supervisors, Directors, or Admin users. Admin users can also create accounts via "User management".
To create logins from a profile, go to the user’s profile, select "Management" under the profile picture, and click "Edit." Then choose "Create and send login to agent." If this option is missing, add an email address for the person to log into the application.
On the "Teams and agents" page, you can send logins to multiple agents by selecting the desired users and then choosing "Create and send login to user" from the top menu.
3. Preferably Use the Same Evaluation Form as Usual
For self-assessments, it’s best to use the same form as is normally used for quality assurance. This ensures that everyone evaluates performance based on the same criteria. However, you can create separate forms if you want self-assessments to focus on, for example, the employee’s feelings and experiences about their work.
Forms are usually visible to employees. If they aren’t, there may be a role or unit restriction preventing the form from being displayed. This can be adjusted by Unit supervisors, Directors, or Admin users.
4. Always Ask Agents to Notify Their Evaluations in the Application
Agents can notify their self-assessments to their Team leader in the application. Once the evaluation is completed, the agent can go to the homepage, select the most recent form from the graph, and click the "Notify team leader" button.
5. Team Leaders Can Open Forms from Notifications
Team leaders can open the form directly from the notification in the application, review the self-evaluation, and, if desired, immediately fill out an evaluation of the same interaction by selecting "Fill out a new form for this agent" from the form.
Tip: Add a Dimension to the form where the evaluator selects their role. This makes it easier to identify evaluations in the employee’s profile and reports.
6. Compare Results in the Profile
You can easily compare self-assessments and supervisor evaluations by going to the employee’s profile, selecting the timeframe from the graph when the forms were completed, or navigating to the "Browse evaluations" tab in their profile.
If you have any questions, feel free to contact us via the in-app chat or at support@qualitydesk.com.
Updated on: 18/12/2024
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