Updated 27/05/2020
After enabling the Agent Insight additional module, to make sure that Employees/Supervisors have visibility of a submitted score, we recommend to check the following:
Make sure the Scorecard/ Scorecards are set to be displayed on the Agent Dashboard: go to the Scorecards tab, click on the Scorecard name – Actions - Settings and enable display on Agent Dashboard.
Check whether the Employees and Supervisors have access to their Dashboards: go to the Staff tab and click on the OFF button (to turn it on) or use the Multi-Edit function. For more details click here: Enabling Supervisors' access to the Scorebuddy platform and Enabling Employees' access to the Scorebuddy platform.
Workflow recommendation: If the Scorecard is set to be displayed on the Agent Dashboard, the other requirement for the score to be displayed is to show the score on the employee dashboard when submitting it.
The other option would be to untick this option and display the score later on.
Notes:
The results will be published on the Agent Dashboard based on the Group/Team assigned to the Employee. If the Group or Team is changed or deleted, the scores from the previous Team association will be removed.
The Supervisor Dashboard will be populated with scores based on the Supervisor selected for the result when the QA score is submitted as well as the Group/Team assignment to the Supervisor.