QualityDesk updates 2025
On this page you can see the updates to the QualtyDesk app. If you want to se, if there are possible on-goingcomments or feedback fields' textsarticlssa-olevat-viat-vikatilanteet-hztcya/).
UPCOMING Update release 2.5.2025
Fix release 11.4.2025
Update release 21.3.2025
Fix release 24.2.2025
Fix release 14.2.2025
Update release 7.2.2025
Fix release 31.1.2025
Fix release 29.1.2025
Fix release 23.1.2025
Update release 17.1.2025
Fix release 13.1.2025
It is now possible to import data into the Results tab for individual Agents (via the Agent's profile) or for multiple Agents (via the Teams and Agents page). A link to the instructions will be provided soon.
Data from the Results tabs has been added to Reporting as a new report type: Results. A link to the instructions will be provided soon.
Evaluation Form and Coaching Form selections have been combined into the same Reporting view. This allows reporting on both forms within a single report when the organization has access to the report builder feature. (In Reporting, the Evaluation Form and Coaching Form dropdown selections are now visible to everyone, regardless of the report type. However, if your organization does not have the report builder feature enabled, these cannot currently be utilized. In this case, select evaluation form when working with evaluation reports and coaching form when working with coaching reports. This will be clarified further in the next update release.)
In the reporting table, the terms "Evaluee" and "Coachee" have been changed to User. These terms previously appeared when viewing individual-level results in reports. The concept has been unified for greater clarity, and this change also simplifies report building by using a single consistent term.
On the left navigation bar, under Reports, the order has changed to alphabetical order, meaning Coachings and Evaluations has changed places.
In the Results setup, it is no longer possible to create two result metrics with exactly the same name, preventing data confusion in reporting.
The positioning of icons in the top-level Reporting view has been improved for better clarity.
If an Agent had saved or had an ongoing coaching form, they were able to edit the Development Follow-up. This is now prevented.
If a saved evaluation form included an attachment, the Agent was unable to view it. This has now been fixed.
If an Agent with auditing rights accessed the Browse Evaluations tab in the auditee's profile, the application experienced flickering. This has been fixed.
Some supervisor-level users encountered a white screen when starting to create a new Agent profile. This issue has been resolved.
On the Teams and Agents page, deactivated supervisors no longer remained visible in the supervisor listing. This bug has been fixed.
When starting a coaching session for a supervisor via the Teams and agents page, the Trainee field on the form remained empty. This has now been corrected.
Restrictions related to attachments in Evaluation and Coaching forms have been made visible in the application.
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Reactivating a passivated agent did not work correctly if the agent's previous team no longer existed in QualityDesk. This has been fixed. From now on, if the old team is missing, the application will prompt you to select a new team for the agent during reactivation.
Fixes on the Teams and agents page where selecting agents did not work for all users.
The Evaluation answers report in Excel now includes the number of responses, which had been missing after a reporting update.
Fixes to Auditor user rights, specifically for Admin accounts with Auditor rights.
When editing a saved evaluation form, it is now possible to send the form to the person it concerns, if they have logins to the application. If the person does not have access to the application, the form cannot be sent.
Fixed an issue where some agent profiles did not display forms on their Do evaluations and Do coachings pages.
Back to content
Results tab in user profiles, which allows for manual result tracking or tracking via, for example, a Contact Center integration. More information here.
Fixes to the Auditing feature related to Auditor permissions.
In some user profiles, forms might have been missing on the Perform evaluations* and Conduct coaching pages. This issue has been fixed.
In Reporting, some users may have seen teams listed even though no team was selected. This issue has been fixed.
A date issue on the Latest coaching sessions* report related to the form creation date has been fixed. Previously, the date shown was always the time of viewing the report.
Deactivating a user caused an error message in some cases; this has now been fixed.
The Teams and Employees* page experienced some slowness, which has been resolved.
White screens appeared in the application in some situations, such as during logout or when navigating to profiles. These issues have been fixed.
Back to content
Improvement of reporting speed by optimizing reporting. Reporting now operates significantly faster.
Conducting group coaching was not possible with all supervisor roles. This issue has been fixed.
We noticed an ongoing issue on the Teams and agents page that still hid the “Latest Coaching” button. This issue is now fixed.
The "Show all users" button has been brought back to reporting.
Back to content
The Teams and agents -page speed has been optimized. The page was slow for Admin users, but now it functions more efficiently again.
On the Teams and agents -page, the “Latest Coaching” button might not have loaded when accessing the page. Refreshing the page made the button appear. This has now been fixed.
Back to content
The order of user's names in reports has been changed to be consistent, in the format Last Name First Name.
The form structure can now be opened in Excel by opening the form in View mode and clicking the Open in Excel button. More information from the instructions here.
Supervisor-level users have now been added to the Teams and agents page. You can read more from the instructions page from here.
Security update: Stronger password requirements have been added to the application, as well as the possibility to set a time interval for users to change their password (Not in AD integrations). More from the Company settings instructions from here.
Security update: The user account will be locked if the username and/or password have been entered incorrectly 11 times in a row.
The user can now change their own password through their profile (Not in AD integration).
The Show all users button has been restored to the new reporting. This can be added to all reports in the Reporting Builder if desired.
In the User management (Admin users only), the Company name column now includes all companies to which a Management level user has access.
A bug in the Duration column of the Coaching summary report has been fixed, where the filtered time did not remain correct.
A bug in reporting has been fixed where the Total row disappeared after clicking the Restore columns option.
In reporting, exporting a report to Excel now includes the report name in the Excel file.
The Automatic passivation of users additional feature now includes the ability to define deactivation times by roles, Agents and Supervisorl level users.
The Reporting builder additional feature has been updated with a new data point: Form. This enables the creation of reports that track the results of all forms on a monthly basis.
The Contact Center integration has been updated so that the recordings page will show the results on real-time, when changing the dimensions.
Back to content
Improvements have been made in the background to speed up the application in multiple areas, including reporting. If you experience any slowdowns while using the application, please send us a message through the in-app chat so we can better identify and address the issues! :)
Back to content
When editing a saved evaluation form, any new text comments at the bottom of the evaluations did not appear after saving but became visible to the evaluator after a browser refresh. This has been fixed.
In the evaluations and comments report, the results in the "Creation Time" and "Event Time of the Target" columns were reversed. This has now been corrected, and the results are in the correct columns
Back to content
Team leaders did not have access to the coaching sessions of employees from other teams, even though the permissions were enabled in the Company settings. This has been fixed.
The manager user was unable to switch organizations from the top-right corner of the application if they were part of multiple organizations. This has been fixed.
Back to content
Visibility into the structure of the Evaluation form has been added to the right side of the form builder. This makes it easier to build features such as Dynamic Forms.
A new menu for fixed time periods has been added to reporting. You can now select report results directly for specific time frames, such as Quarterly, Previous Year, etc.
A "Random Recordings" button has been added to the contact center integration. This allows you to fetch a desired number of recordings using specific search criteria. This way, you can quickly access the desired number of random recordings for review.
Editing questions on the evaluation form that were bypassed for an entire section was not possible. This issue has been fixed.
Reports showing event and creation times now include the time of day in addition to the date.
Marking reports as Favorites did not save the teams selected from the organization tree. This is now included in the save functionality.
An on/off setting for Dynamic forms has been added for all users with permissions to create and edit evaluation forms (visible if Dynamic Forms are enabled).
While filling out a Dynamic Form, the points for hidden sections and questions were displayed in the maximum points during the completion process. Now, the maximum points reflect only the questions being completed during the process.
In the audit feature, options have been added to the Auditor role to specify which Companies, Units, and Teams the Auditor is allowed to audit and view results for.
Audit forms are now visible in reporting alongside regular forms for all users, within the limitations of their respective roles.
Back to content
On the team leader’s homepage, the total number of evaluations box incorrectly displayed results from other teams within the same unit if visibility was enabled in the Company settings. This has been fixed, and now the team leader sees only the total number of evaluations for their own team(s) on the homepage.
In reporting, team leaders could only see the results of their own team members, even when visibility to other teams in their unit was enabled in the Company settings.
In reporting, multiple overlapping roles for users caused visibility restrictions. These have been fixed, and now users with multiple roles should see results according to the highest role assigned in reporting.
Back to content
Content:
UPCOMING Update release 2.5.2025
Fix release 11.4.2025
Update release 21.3.2025
Fix release 24.2.2025
Fix release 14.2.2025
Update release 7.2.2025
Fix release 31.1.2025
Fix release 29.1.2025
Fix release 23.1.2025
Update release 17.1.2025
Fix release 13.1.2025
Update Release 4
UPCOMING: Update release date: 2.5.2025
New features:
It is now possible to import data into the Results tab for individual Agents (via the Agent's profile) or for multiple Agents (via the Teams and Agents page). A link to the instructions will be provided soon.
Data from the Results tabs has been added to Reporting as a new report type: Results. A link to the instructions will be provided soon.
Evaluation Form and Coaching Form selections have been combined into the same Reporting view. This allows reporting on both forms within a single report when the organization has access to the report builder feature. (In Reporting, the Evaluation Form and Coaching Form dropdown selections are now visible to everyone, regardless of the report type. However, if your organization does not have the report builder feature enabled, these cannot currently be utilized. In this case, select evaluation form when working with evaluation reports and coaching form when working with coaching reports. This will be clarified further in the next update release.)
In the reporting table, the terms "Evaluee" and "Coachee" have been changed to User. These terms previously appeared when viewing individual-level results in reports. The concept has been unified for greater clarity, and this change also simplifies report building by using a single consistent term.
On the left navigation bar, under Reports, the order has changed to alphabetical order, meaning Coachings and Evaluations has changed places.
Fixes:
In the Results setup, it is no longer possible to create two result metrics with exactly the same name, preventing data confusion in reporting.
The positioning of icons in the top-level Reporting view has been improved for better clarity.
If an Agent had saved or had an ongoing coaching form, they were able to edit the Development Follow-up. This is now prevented.
If a saved evaluation form included an attachment, the Agent was unable to view it. This has now been fixed.
If an Agent with auditing rights accessed the Browse Evaluations tab in the auditee's profile, the application experienced flickering. This has been fixed.
Some supervisor-level users encountered a white screen when starting to create a new Agent profile. This issue has been resolved.
On the Teams and Agents page, deactivated supervisors no longer remained visible in the supervisor listing. This bug has been fixed.
When starting a coaching session for a supervisor via the Teams and agents page, the Trainee field on the form remained empty. This has now been corrected.
Restrictions related to attachments in Evaluation and Coaching forms have been made visible in the application.
Back to content
Fix release 6
Update release date 11.4.2025
Fixes
Reactivating a passivated agent did not work correctly if the agent's previous team no longer existed in QualityDesk. This has been fixed. From now on, if the old team is missing, the application will prompt you to select a new team for the agent during reactivation.
Fixes on the Teams and agents page where selecting agents did not work for all users.
The Evaluation answers report in Excel now includes the number of responses, which had been missing after a reporting update.
Fixes to Auditor user rights, specifically for Admin accounts with Auditor rights.
When editing a saved evaluation form, it is now possible to send the form to the person it concerns, if they have logins to the application. If the person does not have access to the application, the form cannot be sent.
Fixed an issue where some agent profiles did not display forms on their Do evaluations and Do coachings pages.
Back to content
Update Release 3
Update release date: 21.3.2025
New features:
Results tab in user profiles, which allows for manual result tracking or tracking via, for example, a Contact Center integration. More information here.
Fixes:
Fixes to the Auditing feature related to Auditor permissions.
In some user profiles, forms might have been missing on the Perform evaluations* and Conduct coaching pages. This issue has been fixed.
In Reporting, some users may have seen teams listed even though no team was selected. This issue has been fixed.
A date issue on the Latest coaching sessions* report related to the form creation date has been fixed. Previously, the date shown was always the time of viewing the report.
Deactivating a user caused an error message in some cases; this has now been fixed.
The Teams and Employees* page experienced some slowness, which has been resolved.
White screens appeared in the application in some situations, such as during logout or when navigating to profiles. These issues have been fixed.
Back to content
Fix release 6
Update release date 24.2.2025
Fixes
Improvement of reporting speed by optimizing reporting. Reporting now operates significantly faster.
Conducting group coaching was not possible with all supervisor roles. This issue has been fixed.
We noticed an ongoing issue on the Teams and agents page that still hid the “Latest Coaching” button. This issue is now fixed.
The "Show all users" button has been brought back to reporting.
Back to content
Fix release 5
Update release date 14.2.2025
Fixes
The Teams and agents -page speed has been optimized. The page was slow for Admin users, but now it functions more efficiently again.
On the Teams and agents -page, the “Latest Coaching” button might not have loaded when accessing the page. Refreshing the page made the button appear. This has now been fixed.
Back to content
Update release 2
Update release date 7.2.2025
New features:
The order of user's names in reports has been changed to be consistent, in the format Last Name First Name.
The form structure can now be opened in Excel by opening the form in View mode and clicking the Open in Excel button. More information from the instructions here.
Supervisor-level users have now been added to the Teams and agents page. You can read more from the instructions page from here.
Security update: Stronger password requirements have been added to the application, as well as the possibility to set a time interval for users to change their password (Not in AD integrations). More from the Company settings instructions from here.
Security update: The user account will be locked if the username and/or password have been entered incorrectly 11 times in a row.
The user can now change their own password through their profile (Not in AD integration).
The Show all users button has been restored to the new reporting. This can be added to all reports in the Reporting Builder if desired.
Fixes:
In the User management (Admin users only), the Company name column now includes all companies to which a Management level user has access.
A bug in the Duration column of the Coaching summary report has been fixed, where the filtered time did not remain correct.
A bug in reporting has been fixed where the Total row disappeared after clicking the Restore columns option.
In reporting, exporting a report to Excel now includes the report name in the Excel file.
Developments and Fixes for Additional Services and Integrations
The Automatic passivation of users additional feature now includes the ability to define deactivation times by roles, Agents and Supervisorl level users.
The Reporting builder additional feature has been updated with a new data point: Form. This enables the creation of reports that track the results of all forms on a monthly basis.
The Contact Center integration has been updated so that the recordings page will show the results on real-time, when changing the dimensions.
Back to content
Fix release 4
Update release date 31.1.2025
Fixes:
Improvements have been made in the background to speed up the application in multiple areas, including reporting. If you experience any slowdowns while using the application, please send us a message through the in-app chat so we can better identify and address the issues! :)
Back to content
Fix release 3
Update release date 29.1.2025
Fixes:
When editing a saved evaluation form, any new text comments at the bottom of the evaluations did not appear after saving but became visible to the evaluator after a browser refresh. This has been fixed.
In the evaluations and comments report, the results in the "Creation Time" and "Event Time of the Target" columns were reversed. This has now been corrected, and the results are in the correct columns
Back to content
Fix release 2
Update release date 23.1.2025
Fixes:
Team leaders did not have access to the coaching sessions of employees from other teams, even though the permissions were enabled in the Company settings. This has been fixed.
The manager user was unable to switch organizations from the top-right corner of the application if they were part of multiple organizations. This has been fixed.
Back to content
Update release 1
Update release date 17.1.2025
New features:
Visibility into the structure of the Evaluation form has been added to the right side of the form builder. This makes it easier to build features such as Dynamic Forms.
A new menu for fixed time periods has been added to reporting. You can now select report results directly for specific time frames, such as Quarterly, Previous Year, etc.
A "Random Recordings" button has been added to the contact center integration. This allows you to fetch a desired number of recordings using specific search criteria. This way, you can quickly access the desired number of random recordings for review.
Fixes:
Editing questions on the evaluation form that were bypassed for an entire section was not possible. This issue has been fixed.
Reports showing event and creation times now include the time of day in addition to the date.
Marking reports as Favorites did not save the teams selected from the organization tree. This is now included in the save functionality.
An on/off setting for Dynamic forms has been added for all users with permissions to create and edit evaluation forms (visible if Dynamic Forms are enabled).
While filling out a Dynamic Form, the points for hidden sections and questions were displayed in the maximum points during the completion process. Now, the maximum points reflect only the questions being completed during the process.
In the audit feature, options have been added to the Auditor role to specify which Companies, Units, and Teams the Auditor is allowed to audit and view results for.
Audit forms are now visible in reporting alongside regular forms for all users, within the limitations of their respective roles.
Back to content
Fix release 1
Update release date 13.1.2025
Fixes:
On the team leader’s homepage, the total number of evaluations box incorrectly displayed results from other teams within the same unit if visibility was enabled in the Company settings. This has been fixed, and now the team leader sees only the total number of evaluations for their own team(s) on the homepage.
In reporting, team leaders could only see the results of their own team members, even when visibility to other teams in their unit was enabled in the Company settings.
In reporting, multiple overlapping roles for users caused visibility restrictions. These have been fixed, and now users with multiple roles should see results according to the highest role assigned in reporting.
Back to content
Updated on: 29/04/2025
Thank you!