Agent evaluation (comments)

[janokary]

Hi we want the supervisors while listening to an agent to be able to write some comments in order to evaluate the conversation with the client. To do so we created two extra fields in vicidial_log:
Supervisor and
Comments2
Any other ideas?

[Trying]

Well, it will most definitely be an excellent feature to have a form with tick boxes and a comment field next to them. The form must then automatically calculate a percentage score for the evaluation. For example, questions like..."did the agent introduce himself properly" etc, etc. The score to each question can be 1 - 5. The questions must obviously be editable to suit different call centres' needs. This will actually be a great add on to the QA system that Matt is working on.

We have a paper based call evaluation sheet that we are using for outbound calls.

[mflorell]

Thank you for the suggestion. I believe that this could be added in some way to the QC functionality that I am working on for August release.

[janokary]

I might have some basic functionality earlier. I f so I''l sent you the code Matt

[janokary]

You can find some basic code in the bug tracker seens I cannot upload it here.
We use it allready in our call center and it is ready to go.

You can put a link in admin.php in the reports section (I allready did I included the modifided admin.php)


All the code is written with utf8 in mind. If you don't like it change it.

There is one comment box and some harcoded at the moment (sory for that Trying) scores.
You can edit AST_comments_edit.php to change those scores.

[janokary]

Here is the post in bug tracker:


http://www.eflo.net/VICIDIALmantis/view.php?id=189

[Trying]

Thank you very much for this!

[mflorell]

Thanks for the post. I have made some notes on the tracker.