Agent Review

What good would a data entry application be if there were no way to review the data in a constructive format.  This interface combines all the items addressed below, into a simple tabbed interface for an employee, so those with the appropriate permissions are able to review an employee's records (active and inactive) in a simple fashion. Print buttons are also available if one would like to print the records.

TABBED records
Quick records (Tardy, Events, Early Departures and Absences) are probably the most used events and can be added from here (if higher permissions allow) but they are more commonly entered from the 'Administration' menu link where the records can be added with out any sort of historical view.

Recording a tardy, event, early departure or absence through the Active Agent Review form is done by simply selecting the agent, then the tab for the record type of addition.  Additions will notify management via email and if it is a tardy, will CC the employee's email address so they are made aware of the incident as well.

**Based on your policies, write up notification can 'automatically' be generated and emailed to Management when an agent accumulates too many tardies / absences based on your policies.

Quality Assurance
The Quality Assurance form is available for recurring call reviews.  Points are assigned to various criteria and totaled when the QA is completed.  Passing QA's are emailed to both the employee involved in the call and to management to keep them in the loop. Failed QA's are emailed to management only so they can organize a meeting with the employee involved and discuss the score with them privately.

Write Ups
Review existing write ups or add new ones.  Notification to excessive tardies or absences can optionally generate write ups / verbal warning alerts automatically..

Vacation
Vacation request from the agent are listed here (Approved and Disapproved).  One of our customers uses this as notification to management, who then process it through their payroll system after approval.  That way, agents have a 'one stop shop' to review what's going on in OnTrack.

Account Updates and  QOD records for the agent can be reviewed here (More Info)