October 2020 Release Notes
Important changes made to Medallia Agent Connect in the October 2020 release:
1:1s
What is it?
We just launched Stella Connect 1:1s 2.0, a new version of our 1:1s feature that will help save time and energy, and make 1:1s even more actionable than before.
Why does it matter?
Brand new features in our 1:1 tool allow your team to have consistent, consolidated, and productive meetings all in one place. Save items to discuss in 1:1s, reflect on past action items, and compare feedback week after week.
How do you use it?
All of the new features will be live if you have 1:1s activated. You can set 1:1s settings in your Account Settings and create new sessions from the 1:1 tab in your navigation bar.
QA message threads
What is it?
We have added the ability to allow for seamless communication between the QA reviewer, admins, and the Team Member whose interaction is being reviewed.
Why does it matter?
Use this feature for coaching and answering questions. This can also be a place to facilitate a disputes process, or further understand feedback from the reviewer.
How do you use it?
In a QA review, navigate to the message icon on the top right of your QA session. Simply click the icon and type. You can tag either the team member being reviews, other team leaders or admins by using the @ symbol.
Updated QA reporting
What is it?
We have updated the QA reporting filters so you can easily sort the data by languages, channels, and tags. We have also added the ability to easily compare CSAT and QA scores in the same report, and filter reviews by different reporting groups.
Why does it matter?
Navigating the different pieces of performance metrics is incredibly important. QA offers insight into the quality of the work and enhanced reporting will allow your team members to have a deep understanding of all factors regarding their individual performance.
How do you use it?
Find the different filters and sorting abilities within your QA Reports.
Ability to hide the QA reviewer name
What is it?
For QA reviewers who want to be anonymous, we have added the option to hide the reviewer name per each review.
Why does it matter?
Hiding these identifying details ensures that when interactions are surfaced to agents, they will not know which QA reviewer handled the interaction, allowing more comfort and ease in accepting unbiased feedback.
How do you use it?
When completing a QA review, simply check Hide reviewer name at the top right of the interaction. You can also choose this option after a QA is completed, next to the overall score.
