Advisor Feedback Pane

[will.good]

HI,

Enhancement Request

Can we please explore having an additional pane added to requests (optional) which can be used for scoring a request. I envisage this to look exactly like the normal feedback pane, but this can be filled out by Line Managers to quality check request management, and provide feedback to agents directly in Hornbill.

I'm thinking of something like adding a Leave Feedback button available on requests, with a form similar to the form used by customers on the self-service request view with pre-determined questions set up in SM config. This will allow line managers to quality check requests and provide feedback to their direct reports on case management. Ideally when this is also filled out, the advisor would get a notification, again similar to how the current notifications work when a customer has left request feedback.

Just a thought bubble, so am open to other suggestions. Currently, this is an Excel task for us, and would be much more efficient / sensible for this to be hosted in HB directly on requests that were being scored by the managers.

[Steve Giller]

In the Details section you can click Design and add the following:

which will display as:

Depending on how much you can trust your staff not to edit their own Requests you may wish to make this field read-only.

Then you have the options of having Line Managers who can change the rating - possibly after unlocking it if you've had to make it read-only, or setting up Custom Buttons only visible to Line Managers which sets the value of the Custom Field from 1 to 5 (BPM operations, whether in the Workflow or via an Auto Task are not affected by the Read Only status).

You could have a more complex rating, e.g. 1-10, or simpler, e.g. Good/Average/Poor with a different type of field, of course, and the rating could be automated with Tasks, emails etc. all controlling decisions in the Workflow if you don't want the overhead of Custom Buttons.