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darkknight
darkknight
Expert ⭐️
March 3, 2021
New Idea

New Scorecard Visualization Mass Edit feedback

  • March 3, 2021
  • 30 replies
  • 758 views

At a quick glance of the new Scorecard Visualizations I see a couple of issues right off the bat.

 

  1. For a manually configured Letter-based score, the letters are not in alphabetical order:

     

    Also it’s weird that in the filter box they are in reverse (almost) alphabetical order (it was that way in the “old” Mass Edit view as well, which I always thought was odd)

  2. We don’t even have an “E” score - why is that displaying above?
  3. According to the Update Scores and Add Notes docs, if you check the “Add Notes” box it’s supposed to bring up a new Timeline Activity window. It’s not doing that in my environment.
  4. The “Stale” visual indicator is too subtle. I had to look VERY close to tell that if it’s stale there are diagononal lines going through the score.  The ! in a circle was so much easier to recognize.
    Stale
    Not Stale

     

  5. The filters are misleading for end users, making it seem like you can search by Grade (Letter), Color OR Numeric scheme, when in fact it only works for the scoring scheme you’re on.  We are on Letter Grade scheme, and In the “old” Scorecard Mass Edit, the filter only allows me to select a letter grade as a filterable option.  Color and Numeric aren’t even options:

    But the “new” mass edit lists ALL schemes as options - but Color and Numeric do not work when you attempt to use them, which will mislead users and lead to more support tickets.

     

 

  1. The way Timeline was accessible via the old Mass Edit report was better - you could hover over the timeline icon and see the comments history.  That appears to now be gone and you can only see the “Last Comment.”  This is not a great functionality change because now end users will have to navigate to the C360 in order to see the TL history:
    Old View
    New View (Last Comment only)

     

These are just a few issues I’ve identified spending about half an hour with this.  Our end users will mostly see this “enhancement” as a downgrade compared to the current functionality.  I don’t feel we can roll this out to our end users until most of this is addressed.

(The “Add Comment” while making a score change will be a nice adjustment, once it’s working).

      30 replies

      darkknight
      darkknightAuthor
      Expert ⭐️
      March 3, 2021

      Gif of “Add Notes” not appearing to work

       

      Jeff Kirkpatrick
        darkknight
        darkknightAuthor
        Expert ⭐️
        March 3, 2021

        Gifs showing how the Color column filter doesn’t work but the Grade does:

        Color 
        Grade

         

        Jeff Kirkpatrick
          gunjanm
          gunjanm
          Expert ⭐️
          March 3, 2021

          This is immensely concerning as this functionality of scorecard Mass Edit is what I understand was the latest to reach the reporting horizon experience, meaning it had the least amount of time in beta. This is the most critical part of scorecards for my team, and I could not imagine being forced to move over to the horizon experience for reporting whilst knowing the mass edit report will cause a series of serious issues. I sincerely hope these can be resolved soon in order to provide a better experience for all end users. 

          Cc @lindseyyoung5 FYI

          Gunjan
            davebrown2242
            davebrown2242
            Helper ⭐️
            March 3, 2021

            This is a CRITICAL function that our teams leverage daily - also one of the very best features in Gainsight from a Customer Engagement prospective. 

            This is very concerning — or should be — for all CS Ops Admins. 

            DB
              mathieu.brillon
              mathieu.brillon
              Contributor ⭐️⭐️
              March 3, 2021

              This is indeed VERY concerning as most of our clients use the Mass Edit scorecard view and we also always recommend it by default for all new implementations.

                abhilesh_khatri
                Gainsight Employee ⭐️
                abhilesh_khatri
                Gainsight Employee ⭐️
                March 3, 2021

                While I appreciate this feedback, I can’t appreciate the medium or the channel on which this is called out :worried:.  Please use the right forums and channels.

                SCRR (Scorecard Revamped Reports) is currently in its beta program. And we have channels called out for feedback collection.

                darkknight
                darkknightAuthor
                Expert ⭐️
                March 3, 2021

                @abhilesh_khatri  with respect, the Release Notes do not indicate that this is “in beta.”

                Under “Scorecard Widgets Designed for Clarity and Efficiency” it says:

                “Starting with this release, Scorecard Widgets will be rolled-out in a phased manner along with the new Horizon Analytics. All the existing Scorecard Reports will be automatically migrated to the new framework as part of this rollout.”

                Under “Horizon Analytics (Reporting and Dashboards)” it says: 

                “We are rolling out the Horizon Analytics feature in a phased manner. We have turned on the preview phase for a few customers in this release. In the preview phase, you can continue using the existing Reporting feature for the production purposes while you test, learn, and explore the new version of Reporting. The existing reports and dashboards are already migrated to the new Reporting environment to make it easy for you. We will also migrate (upsert) all the new reports created in the old Reporting feature to the new one when we make it available in approximately four weeks from the customer release.”

                This indicates that within the next 4 weeks (or so) this will replace the Scorecard Mass Edit reports in our environments which would seem to mean that this is “ready for release” and no longer in beta.

                In view of the above, this seems like the appropriate medium and channel.

                Jeff Kirkpatrick
                  gunjanm
                  gunjanm
                  Expert ⭐️
                  March 3, 2021

                  What is the appropriate forum/channel? I want to ensure the feedback is reviewed promptly, given the release timing and critical user workflow implications. Please advise, @abhilesh_khatri, thanks!

                    
                  End Proctoring-
                   
                  Gunjan
                    keith_mattes
                    keith_mattes
                    Helper ⭐️⭐️
                    March 3, 2021

                    I’m following just so I can understand why this was not the proper place to post these kinds of things.  I was under the impression that the community was meant for all kinds of feedback. Have I been missing something?

                    Sr. Customer Success Operations Analyst/Gainsight Admin/Data Nerd
                      dan_ahrens
                      dan_ahrens
                      Expert ⭐️⭐️⭐️
                      March 3, 2021

                      Hi folks, apologies for any miscommunication here. I’ve moved this thread out of Product Ideas and into Product Feature Discussion. Community is definitely the right place to discuss product functionality and share product feedback. :)

                       

                      Thanks for providing this feedback. We’ll have some more details on our plans for each of these soon (might be tomorrow as the work day in India has ended by now). 

                      VP of Customer Success at Forcepoint
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