As you know, previously CYF Quality had 2 types of feedback, electronic and face-to-face, and each one worked as follows:
- Electronic feedback did not require the supervisor’s participation in the process, from the moment the monitor evaluated, the agent received the feedback on his machine and was able to sign or dispute.
- The face-to-face feedback required the supervisor’s participation in the process, where the agent receives a feedback application password in which for the supervisor to cancel the subscription, he or she must necessarily need this password, thus ensuring the veracity of the process.
Now we merge these two streams to create a custom comment stream based on the desired cutoff note.
Let’s imagine that ratings below 80 are considered poor ratings for your operation …
Then in this new feedback flow, the agents who score equal to or greater than 80 will use the electronic feedback flow, where they will be able to sign the assessment on their machine, without having to go to the supervisor, for having obtained a good grade.
On the other hand, agents who scored below 80 will use the face-to-face feedback stream, where the agent receives a password from the feedback application from which the supervisor can unsubscribe.
To enable it, go to the menu “Settings” then “Operations Administration” and when you find the operation in which you want to create this new feedback stream, click on the icon with a pencil to edit it.
If the option is not appearing to you, it is necessary to disable the “Force In-person Feedback” function.
How to enable this function?
To be able to enable it, go to the menu “Settings” then “Operations Administration” and when you find the operation in which you want to create this new feedback stream, click on the icon with a pencil to edit it.
If the option is not appearing to you, it is necessary to disable the “Force In-person Feedback” function.
