QualityDesk updates 22.02.2023

We have updated our app and here is a list of all the latest features and fixes! Please contact us if you notice anything strange after the update or something does not work as it should. We test the application at least in three different stages, but errors can still occur. Thanks in advance!

Latest Features:

Instruction buttons have been added to each page, in the top left corner of the app. From each page you can access the instruction on that topic. The instruction page is in English by default, but you can change the language to Finnish in the Helpdesk if you wish.
A change log has been added to the coaching forms to show who has edited the coaching form and when. The log can be found at the bottom of the coaching form, in the same way as for the evaluation form.
Evaluation and coaching forms can now have a new delimiter added to make the form visible to specific roles. For example, if you, as a unit manager, want to make a different coaching form for use with team leaders, you can restrict the form to be visible only to these roles, so that agents will not see the coaching form at all.
The View mode of the assessment forms now also shows the critical questions and any info about what is written behind the questions (this is visible to those who have the rights to create and edit the evaluation forms).

Fixed bugs and changes to make it easier to use QD

When the supervisor level user approves the coaching form that is sent to him, supervisor level user will go to his/her own profile.
On evaluation forms, Bypass items could become zero points if text was entered under the bypassed evaluation questions when editing the form. This has been corrected and no incorrect evaluations were found.
The "Fill a new evaluation" / "Fill a new coaching form" buttons has been removed or changed from the preview of the evaluation and coaching forms. They are replaced with "Fill a new form for this agent".
The "+New agent" button has been removed from the Do evaluation page. New agents can be added on the Teams and agents -page.
Critical questions are now visible in the Evaluation summary report by a red flag on the headline of the report sheet.
The Evaluations by evaluators report has been corrected to correctly display the results of Bypassed questions. Now the bypassed items are displayed blank and thus the Total/Average row is correct. Previously, bypassed items were displayed in N/A format, with the average row also displaying N/A results.
Editing a saved evaluation form removed the criticality of the critical questions so that editing returned the form score each time it was edited. This error has been corrected and we will review and correct any incorrect forms in the history.

Updated on: 10/01/2024