Justification for Non Evaluation
In the following article we will demonstrate how to use the feature “Justification for Non Evaluations” for agents that have not been evaluated for long or certain periods.
This feature is available across all service channels (Phone, Chat, Email, in person), providing a comprehensive experience.
Log onto http://cyf.com
Go to the evolutions tab on the main menu bar and scroll down to the “Justifications for non evaluations” option and select.
Follow the steps to enable the feature:
- To enable it, go to the “Settings” menu and “General Operation Configuration”.
- Click the “Yes” option in the section below:
Once enabled, follow the following steps:
- Go to the desired service channel and click on “Manual entry”.
- On the manual entry screen, you will see a button called “Save Justifications for non-evaluation”.
When clicking the button, you must fill in the agent’s name and select your justification for not evaluating.
After saving the justification, you will be directed to a complete report with all contacts without evaluation. In the report, you can filter by operation and by enabled or disabled agents.
For a quick visual analysis, we included graphs that show the distribution of incidents by service channel and by justification.
Furthermore, it is possible to edit a non-assessment through a pre-populated modal with the last justification. And if you need to export the data, it’s easy to download a CSV file.
Should you have any queries relating to this article please do not hesitate to contact us on support@cyf.com