📣 Explore 7 Tiny Giants: App Enhancements!

We're thrilled to unveil a series of empowering updates that are set to support the way you manage and analyze your agents' performance 🤩

1. Permissions Control on Challengers

Now, Admins have the authority to tailor permissions regarding who can challenge CSAT Reopen Rates, giving you unparalleled control over actions and ensuring that your team operates efficiently.

To disable certain agents from challenging CSAT and RR scores👇

Settings-> People and Permissions-> Roles: here you can create a new role to disable agents from challenging CSAT and Reopen Rate

2. Direct Access to Agent Scorecards

Gone are the days of navigating through multiple pages to access an agent's scorecard. Team Leads can now conveniently switch to viewing an agent's scorecard directly from the Team Scorecard Page by simply clicking on their name- allowing you to focus on driving agent improvement and achieving your goals effectively.

3. Inactive users are now grayed out

To further optimize your workflow, inactive or not enabled users are now grayed out on the Team Scorecard. This enhancement ensures that you can concentrate solely on active agents, eliminating distractions and enabling you to allocate your attention where it matters most.

4.  Flexibility to mark certain criteria as "N/A"

Team Leads now have the flexibility to mark certain criteria as "N/A" when evaluating tickets. This customization empowers you to tailor evaluations according to specific ticket requirements, ensuring that your assessments are accurate and relevant.

Settings-> Quality Assurance-> QA Scorecards:

Here you can select one of the categories. For example, select Case Handling go to Criteria -> Criterion Setup and mark Allow flagging as not applicable (N/A)

5.  Pre-selected criteria on QA scorecards

Say goodbye to tedious setup processes! With pre-selected criteria on QA scorecards, Team Leads can now save valuable time previously spent on manual selection- only for teams that are using the accumulation setup.

Settings-> Quality Assurance-> QA Scorecards:

Here you can select one of the categories. For example, "Opening" go to Criteria -> Criterion Setup and mark "Pre-select during the rating"

6.  Enhanced Navigation with Performance Metrics

Team Leads can now quickly locate messages with different sentiments by clicking on the corresponding emoji from the top bar- the same applies for RR and CSAT. This intuitive feature enables you to pinpoint key insights promptly.

7. Duplicate QA scorecards

Team Leads can effortlessly duplicate existing QA scorecards, streamlining the setup process and promoting consistency across evaluations.

Settings-> Quality Assurance-> QA Scorecards👇👇👇

We're excited about the possibilities these enhancements bring and are confident they will elevate your team's performance to new heights.

Stay tuned for more updates, and don't hesitate to reach out if you have any questions or feedback 👀💜