Release Notes | Talkdesk Performance Management

Talkdesk Performance Management™ improves agent performance on key metrics over time by surfacing results, spurring competition with gamification mechanics, and developing competencies via coaching and learning. For more information, please visit our Talkdesk Performance Management documentation.

 

November 15, 2022

On Tuesday, November 15th, 2022, Talkdesk is introducing new features and enhancements to Talkdesk Performance Management™.

 

New:

  • Challenge Trend Charts: A new trends area displays individual agent performance progress during and at the conclusion of challenges. Line charts render agent performance, averages, and the goal for the timespan of the challenge, allowing users to quickly and easily understand agent improvement over time. The new key features include:
    • Intraday updates as a challenge progresses.
    • Ability to search and focus on performance for a specific agent at the conclusion of a challenge.
    • Colorful, easy-to-read data points that can be hovered for additional information.

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  • Trend and Improvement Reports: A new data set, and two new reports, are available for analysis of employee performance over time.
    • Performance Management Trends Dataset in Explore provides all the core data needed to analyze performance trends over time, whether by Measure or by agent.
    • Performance Management Results Trend report shows month-over-month trends by Measure, along with volume as a supporting metric, helping analysts understand the percentage of employees improving over time. 

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    • Performance Management Improvement and Attainment report shows trends by agent for each Measure, along with goal attainment. This helps analysts understand the trajectory of individual agent performance and if they are meeting set goals.

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Enhancements:

  • Anonymization Configuration: Administrators can now customize the level of anonymization for agent results on Leaderboards. Agents can continue to view the names of performers above average, or view based on two new settings to either view all their peers’ names regardless of score or to be restricted to viewing just their own name. Note: Result values will always be visible; anonymization affects only names.

 

September 13, 2022

On Tuesday, September 13th, 2022, Talkdesk is introducing a new feature and enhancements to Talkdesk Performance Management.

 

New:

  • Historical Charts for Goal Setting: With this new data visualization, management can set performance goals with greater confidence and speed. As new goal values are entered, an interactive chart provides instant visibility to gauge how recent performance compares to the new goal. These new insights allow management to set appropriate goals based on actual results.

 

Enhancements:

  • Quick Goal Setting: Now, users with the correct permissions can update their goals directly on the leaderboards, instead of going to the Configurations menu.
  • Agent Search Capabilities: Now, users can search for agents by name at the end of a Challenge result, as well as in the Development area.
  • Expanded Result sorting: From now on, users can flip the sorting of results on leaderboards to see the least desirable results at the top of the table.
  • Queue Exceptions on Configurations: Now, users can exclude settings from specific queues, for faster and easier management of goals. 

 

July 28, 2022

On Thursday, July 28th, 2022, Talkdesk is introducing a new feature to Talkdesk Performance Management™.

 

New:

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  • Badges System: Named badges provide motivation and inspiration for agents to deliver their best work in the context of team challenges. These badges are publicly visible on completed challenges, with a congratulatory message for the winners. 

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Individual performers may visit a personal Achievements tab to view their progression, and collect available badges.

 

July 7, 2022

On Thursday, July 7th, 2022, Talkdesk is introducing a new feature and enhancements to Talkdesk Performance Management™.

 

New:

  • Performance Management Results Analysis on Explore Reporting: With this data available on the Performance Management Results dataset, Supervisors can now view a full set of performance results, unlocking the capability to view data in their preferred format.

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Enhancements:

  • Subsort by Volume for Tied Performance Results: Now, when results are tied, those with higher volumes appear first.
  • Challenge Results Improvement: 
    • At the end of a Challenge, the highest and lowest results for the team are now displayed.
    • For Agents, the difference of the individual results against the targeted goal is now shown.

 

June 16, 2022 

On Thursday, June 16th, 2022, Talkdesk is introducing a new feature and enhancements to Talkdesk Performance Management.

 

New:

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  • “Challenges”: This gamification feature equips management to officially challenge agents to do their best work.  These time-bound contests with specific goals drive agent engagement and improved results. Challenges offer named awards, built-in notifications, intraday result updates, plus applause and coaching actions.

 

Enhancements:

  • “Average Hold” Measure: This new measure surfaces the average amount of time an Agent is using “Hold” across all Inbound Voice calls. This popular customer request helps manage “Hold” usage for improved customer experiences.
  • “Average After Call Work” Measure: This new measure surfaces the average amount of time an Agent is using “After Call Work” across all inbound voice calls.  This popular customer request helps manage “After Call Work usage” to improve agent productivity, reduce customer wait times, and improve service levels. 

 

May 16, 2022

On Monday, May 16th, 2022, Talkdesk is releasing new features and an enhancement to Talkdesk Performance Management™.

 

New:

  • Goal Adjustments: From now on, you can manually set, or prompt the system to recalculate goals by measure, and queue. 
  • Schedule Adherence Measure: This new measure is defined by the percentage of time that a user follows the schedule, based on status mapping configured in Talkdesk Workforce Management™.  

Enhancement:

  • Performance Management Notifications: On individual queues, you can now turn the out-of-range notifications “ON” or “OFF”, by measure, and queue.

 

March 4, 2022 

On Friday, March 4th, 2022, Talkdesk is introducing the following new features and enhancements to Talkdesk Performance Management™:

 

New:

  • “SMS Closed per Activity Hour” Measure: This new measure is defined by the average number of SMS conversations a user closes, measured against the time they are logged in and not in the offline status, nor directly handling inbound voice contacts (Talk Time, Hold, and ACW).
  • Peer Recognition/Applause: Engage employees with peer recognition. With the new “applause” icon next to a result, the users can now send an applause to recognize the performance of their colleagues. The users who receive applause will get celebratory feedback when visiting their respective “Results” pages.
  • Number Internationalization: Number internationalization gives a familiar format to users based on their language choice. 

 

Enhancements: 

  • Coaching Drills: Now, it is possible to drill to the exact Leaderboards with lower results, instead of the Leaderboard of the date on which coaching was generated.
  • Agent Coaching View: Agents can now easily access their own personal development in the compact, desktop version of Talkdesk.

 

January 17, 2022

On Monday, January 17th, 2022, Talkdesk is introducing new features to Talkdesk Performance Management™.

 

New:

  • Team Filtering: Filters specific performance results on the “Leaderboard”, in order to display the results by team.
  • “Configurations” Menu: Admins can activate or deactivate the “Measures” available on the “Results” page.
  • Supervisor Awareness of Performance Exceptions: Out-of-range results are now highlighted on the “Leaderboards” for the Supervisors with a “ring bell” icon, bringing more awareness of performance exceptions to act upon, if intended.

 

September 30, 2021

On Thursday, September 30th, 2021, we will release Talkdesk Performance Management™. 

Performance Management inspires agents to perform with data-driven goals, and focuses on employee engagement and improving individual performance. This application interacts with other Talkdesk apps, such as Quality Management and Speech Analytics (among others), to collect data and uses productivity metrics and quality measures.

 

What’s included

The Performance Management application includes the following features, which may vary according to the user role (Admin, Supervisor, or Agent):

"Results" menu 

On the “Leaderboards” tab, users can visualize performance results, in the context of group averages and goals, and are able to:

  • Select a specific date, week, or month and filter by “Queues”.
  • See the total number of results, the "Average" percentage, the "Goal" that is calculated according to the agent’s “Results”, the agents’ classification ("Rank"), and the "Volume" that differs according to the "Measure" selected.
  • Coach under-performing agents to improve their performance results.

“Development” menu 

On the “Sessions” tab, it is possible to visualize a list of the coaching sessions:

  • The total number of “Activities”, the name of the agents (“Employee”) and their “Team”, selected “Measure”, the coaching session’s “Date”, as well as the coach name (“Resource”).
  • Possibility to “View/Edit” the coaching session and/or “Delete” it.

Performance Exception Notification 

Agents with an unexpected and out-of-range result, receive a notification to give them self-awareness around an unusual performance. 

  • Click-through notification to drill through to the exact result on the “Leaderboard”.

 

How to install

If you wish to start using Talkdesk Performance Management, please reach out to your Customer Success Manager.

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