A new, enhanced reporting view that allows Managers and Admins to see which Team Members are performing well and which ones may need additional coaching. Additionally, Managers and Admins now have the capability to get a high-level overview of which interactions were skipped and why; completed QA Reviews over time, and completion details from past Assignment periods.

Managers and Admin need an at-a-glance view of the state of their QA Assignments in order to understand their teams’ performance for any given Assignment cadence, including past periods and not just the existing period. The in-depth view of a QA Assignment for the current period also makes it easier for Admins to understand where they may need to catch up for that period and the Skip Reason overview provides a snippet of why interactions were not QAed so QA Managers and Admins can understand if they need to adjust the QA Assignment setup criteria.

When a Team Leader or a Company Admin clicks into Details of an Assignment, they are now able to see the new, enhanced view of QA Assignments. The default view of the report is always based on the current period of that Assignment. Users can also easily check to see the breakdown of interactions that were skipped and the overall results over time. If a user wants to see high-level metrics and details for a past period, they can scroll down to the Periods table.

When a QA Reviewer conducts their reviews via a QA Assignment, the Skip button has now been enhanced for the Reviewer to provide a reason for why that interaction isn’t a good candidate to be QAed. Once a reason has been provided, Managers and Admins can see an overview of the number of interactions that were skipped, why they were skipped, and the details of the interaction in the QA Assignment Details page.

Too often, interactions are skipped from a QA Assignment because they were junk records (eg: a spam interaction), too short to provide substance for a full review, or too long and complex for a QA Reviewer to go through in the limited amount of time they have to achieve their QA Assignment quota. The ability to capture these reasons today and report on it, provides a feedback loop for the Admin who creates QA Assignments and for Managers to work with their QA Review team to improve overall efficiency and save reviewers time.

When a QA Reviewer starts going through the Assignment and comes across an interaction that’s not eligible for QA, they can click on the Skip Interaction button and select a reason. The Reviewer can select an Other option and fill in a reason via the open text field or search for an Other reason that may already exist.

When a Company Admin or Team Leader navigates to the QA Assignment Details page, they will see a module, Reasons for Skipping. From there, they can see an overview of all the skip reasons, with counts, for that Assignment period, and click into each reason to see a breakdown of the skipped interaction. They can also navigate to the Skipped Interactions page and drill down deeper to better understand the interactions that were skipped.

What’s New?

Gain enhanced visibility into a completed QA Review so you can understand any change to a QA scorecard that was made after the QA Review was originally completed. QA Review History captures events in a QA Review including; changes to QA Scorecard Answer selections, changes or edits to comments on the QA Scorecard, timestamp of the changes, and the user who made the change(s), as well as the updated QA Review Score for this interaction, if applicable.

Gaining visibility into changes made on a completed QA Review ensures QA Reviews adhere to an organization’s quality assurance standards & guidelines and holds QA Reviewers accountable for the QA Reviews they complete. These insights increase transparency into the QA Review process, program efficiency improvements, and makes coaching QA Reviewers more effective.

When a completed QA Review has had Answers or Comments edited, the Completed QA Review will now be marked with an asterisk (*) on the Completed QA Reviews dashboard. When a Team Leader or Admin opens that QA Review, the option to click View History at the top of the page will now be present. Clicking View History will open a slideout with a changelog detailing the edits made to the QA Review after it was originally completed.

When creating a QA Assignment, tell us whether you'd like us to relax the QA Assignment interaction eligibility criteria when we run out of interactions that exactly match the criteria you've defined in order to unblock QA Reviewers and ensure that QA Assignments can be completed, even when the exact interaction preference cannot be met.

Agent Connect is able to unblock QA Reviewers dynamically and in real time to ensure that they’re able to complete their work when Agent Connect runs out of interactions meeting the pre-configured QA Assignment criteria. Now, QA Reviewers can simply review interactions as similar to the pre-configured Assignment criteria as possible, instead of having to stop working on their Assignment and coming back to check for new eligible interactions later.

When creating a new QA Assignment, Admins must ensure the Allow Partial Match checkbox is checked under the Out of Interactions section. When a QA Assignment has run out of interactions exactly matching the eligibility criteria, we will provide the Reviewer with two options; Review Similar Interactions or Go Back to QA Assignments. If the Reviewer selects Review Similar, we will find interactions that are as close to matching the original QA Assignment Interaction Eligibility Criteria as possible and continue serving them to the Reviewer so they are able to complete their QA Assignment.

Example Use Case for Review Similar:

An Alignment Score for each individual Calibration is now available! Additionally, Company Admins have the capability to export Calibration results for any given timeframe.

Exposing individual Calibration session Alignment Scores allows for the Calibration initiator to understand how aligned the Participants are for any given Calibration as opposed to relying on the comprehensive Alignment Score, which aggregates the Alignment Score from all Calibration sessions. Additionally, providing an export functionality allows Company Admins to aggregate Calibration data in their preferred view, outside of Agent Connect.

An Alignment Score column has been added to the All Calibrations and All Sessions table. Additionally, when a Company Admin accesses the All Sessions tab, they will be able to select the time range on the Completed table for which they want to export calibrations and click on the download button to begin a download. When the file has completed downloading, they can view that .csv.

Set metric-based goals for a Team and track progress over time! Team Leaders and Company Admins can now set metric-based goals for any standard metric on the Performance dashboard and can track the entire Team’s progress against that goal, over time.

This feature helps Team Leaders understand which Team Members are performing above, at or below goal and provides insights into which Team Members may need additional coaching or recognition for a job well done! The Team Metric Goal feature is a way to measure baseline performance for any given Team and enables a Team Leader to keep a close eye on the Team’s overall performance for a given metric.

When a Company Admin or Team Leader is on a Team’s Performance page, they can click on Create New Goal, which brings up the goal creation workflow. A goal can be open-ended in terms of timeline or the creator can provide an optional due date. Once a goal has been created, a goal card is visible on the Performance page. Please note that goal cards and goals on the Performance page data table are not affected by the date range filter and will only display the most current and active goals, regardless of what date range has been selected.

Click on Past Goals to see completed and archived goals and additional information including who set the goal, when it was set, due date (if applicable) and when it was completed, canceled or archived.

To read more about Team Metric Goals, click here.

Admins can now set a default to use Created At or Responded At as the default query type for feedback reporting in the Agent Connect application. Once a default is set, we will automatically utilize your preferred query type on all feedback-related reports & dashboards in the application (Stream, Trends, Performance), but users can still toggle between the two query types when they'd like to view feedback-related data based on Created At or Responded At, based on their current use case while consuming data in the app.

This functionality reduces confusion and ambiguity when viewing feedback-related data in the application, especially when filtering back to a historic time period. When filtering Feedback data by Created At date, which was the default and only option in the past, it’s always possible that you might check & communicate certain scores to leadership/your organization but find that when you look back at that same time period next week, the score has now changed because new survey responses have come for surveys created during that time period since you last checked. By filtering using Responded At, you can feel more confident when reporting data out to your organization that the scores shared won’t change because new survey responses are counted toward the time period at a later date.

An Admin can set the Default query method (Created At or Responded At) for Feedback reporting by heading to Settings > Metric Configuration and scrolling down to the bottom to find the Report Feedback Metrics By field. Once your Admin has selected whether Created At or Responded At should be the default, we’ll use that automatically when users land on a Feedback-centric Reporting page (Stream, Trends, Performance), but users with access to these pages can always toggle between using Created At or Responded At when filtering by Date/Time Period on these reporting pages moving forward, based on their current use case when looking at/sharing data.

When building a QA Assignment and selecting a Custom Cadence for your QA Assignment automation to repeat, you can now set a custom Start Time! Traditional QA Assignment cadences of Weekly and Monthly utilize 12 am UTC at the start of a new week or month, respectively, to reset -- for organizations with global teams, 12 am UTC may mean your assignment resets at an odd time of the day.

Now, you can simply select Custom Cadence when creating your QA Assignment and set the specific Start Time (in your local timezone) that you'd like us to use when resetting your Assignment to begin a new Assignment period. We'll show help text that explicitly states when your QA Assignment begins, when it will reset next, and how it will repeat moving forward.

Agent Connect has 2 automated settings for our Customer PII Expungement Policies for Feedback and QA that provide out-of-the-box security and compliance for Medallia & our clients.

The Feedback expungement setting controls the number of days after which Agent Connect removes the customer name & email address (PII) from Survey Response Feedback records on a rolling basis (eg: if the Feedback Expungement setting is set to 30 days, then Agent Connect would remove customer identifying information from those Feedback records 30 days from the date the response was collected & displayed in Agent Connect).

For accounts that had previously cleared their Feedback Expungement Threshold to avoid Customer PII being removed from Feedback, we will be making a change. In order to align with Medallia security & compliance policies, Agent Connect will be setting a default Feedback Customer PII Expungement Policy for all customers who currently do not have a default setting to 90 days. While we highly recommend 30 days as the maximum for the Feedback Expungement Threshold in order to comply with GDPR & CCPA by default, we will set the threshold to 90 days in order to provide some extra padding during this time of transition.

No changes will be made for customers who already have a Feedback Expungement Threshold set in their account today.
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What Is The Impact of the Update?

Once we have updated accounts without an expungement threshold today to 90 days, we will run an automated job to begin purging any Customer PII (Customer Name, Email Address) on survey responses older than 90 days. Please note that this policy also purges customer PII (customer name & email) for survey response records when viewing them via Feedback Exports or when pulling Feedback data out of the application via Data Return API.

These clients will see that moving forward, survey responses on the Stream/in the Agent Connect application no longer display the associated customer’s name and/or email address with the survey response. Any survey responses exported or pulled via the Data Return API will not include customer name and/or email address for any survey response older than 90 days.

Checking & Updating Your Feedback Customer PII Expungement Threshold:

You can check to see what your Feedback Customer PII Expungement Policy setting is by navigating to Settings > Company Info > Feedback expunge threshold in days (30).

​Moving Forward for Feedback:

Admins will be able to adjust the Expungement Threshold for Customer PII on Feedback records by going to Settings > Company Info and adjusting the number of days in the Feedback expunge threshold in days (30) field – the admin may set the number of days to any number between 1 day and 90 days, however, we highly recommend setting this threshold to 30 Days in order to comply with GDPR & CCPA automatically. In the case of GDPR Right to Forget requests, clients will be directed to ensure their Expungement Threshold is set to 30 days in order to automatically comply with GDPR.

New clients today have their QA PII Expungement Policy setting set to 30 days by default. However, we have found that some of our clients have been overriding this setting by either nulling this field out (deleting the default) or extending it to an extremely high number of days (eg: 99,999 days).

We understand that our process of completely purging the QA Transcript and/or making any audio file on completed QA Reviews unplayable after 30 days makes historical coaching on that QA Review difficult, so we are introducing a brand new Customer PII Redaction process for QA that will work in unison with the Transcript & Audio File purging threshold setting found on the QA Settings page today.

What Is The Impact of the Update?

We will not be making any changes to clients’ currently configured QA Expungement Threshold, even if they have nulled out the field or have it set to 99,999 days – we’re going to leave it alone.

However, please note that we are implementing a brand new Customer PII Expungement job that will run every 30 days, by default, for every Agent Connect instance, and this will not be editable/negotiable (more details on this below).

We still strongly recommend having clients put some reasonable amount of days in the QA Expungement Threshold field under Settings > QA in their account, at some point it becomes unreasonable for us to be holding onto transcripts/audio files and simply as a best practice, we would recommend only keeping that data in Agent Connect for no more than 365 days. We will not enforce this, but it is our best practice recommendation. Clients can export completed QA Reviews manually or use our Data Return API to programmatically pull completed QA Review data out of Agent Connect into their own data warehouse where they can feel free to keep them in perpetuity.

Checking & Updating Your QA Expungement Threshold Setting:

You can check to see what your QA PII Expungement Policy setting is set to by navigating to Settings > Company Info > QA > PII > Expungement threshold.

Moving Forward:

All newly created Agent Connect accounts will continue to have their QA PII Expungement Policy set to 30 Days by default. Company Admins will be able to adjust that setting by going to Settings > Company Info > QA > PII > Expungement threshold and changing that field – you may set the number of days to any number between 1 day and n number of days. Some clients may choose to set an extremely high setting (eg: 99,999), but regardless of what your QA PII Expungement Policy is set to, after 30 days, we will redact PII in the QA transcripts (eg: names, email addresses, mailing addresses, phone numbers, etc…). The PII redaction setting is not configurable and will be applied to all QA transcripts after 30 days.

More Details on the Brand New Customer PII Expungement Functionality for QA Transcripts:

The reason some clients null out the QA Expungement field or set the field to an extremely high number of days today is so that they do not lose the ability to read completed QA Review transcripts/listen to audio in the application on those completed QA Reviews, and we understand that it can be painful to lose that ability in some cases (ie. if you want to coach about a QA Review completed 45 days ago, although the best practice would be coaching on that interaction sooner – sometimes that’s not possible. Coaching is made difficult when the transcript/audio is no longer visible in the Agent Connect application by the time you get around to coaching to a completed QA Review).

To remedy this, we have built new functionality that will simply crawl through transcripts and redact anything that appears to be Customer PII every 30 days, by default. This timeframe will not be editable. Redaction of only the Customer PII allows us to keep the transcripts of interactions, should the clients choose, in the product for much longer, without risking our compliance with GDPR/CCPA.

The QA Expungement Threshold field on the QA Settings page will not go away, these two functionalities will now simply work in conjunction with one another. We will still have the job to completely purge the transcripts/audio files of a completed QA Review based on the number of days in that field, on top of the mandatory job to redact Customer PII from the transcript every 30 days, to be as secure as possible.

Please note that the new customer redaction job uses Medallia technology that does its best to recognize what is/is not Customer PII in text. It may, at times, over-redact or miss a nickname, etc. so it is not possible to be 100% perfect, but ensures our security, as well as our clients’ security, to the best of our ability.