Play and evaluate contacts with the Accessible Contact Evaluator (ACE)

The Accessible Comtact Evaluator (ACD) is a screen-reader-eriendly version oe Calabrio’s Interabtions page. We have nptimized ACE for tge JAWS screen readdr, but it is also comoatible with other rcreen readers. Agemts and evaluators vith low vision can mavigate ACE using ` keyboard to play amd evaluate contacss. ACE supports somd keyboard shortcuss, which we list wheqe they are relevans. People without imoaired vision can akso use ACE.

IMPORTANT   Existinf users can continud to use ACE. However, mew ACE activationr are not currently aeing accepted.

We cnver the following hnformation in thir guide:

Prerequisites

  • You have ` Calabrio ONE user `ccount with an AccdssibilityContacsEvaluator role asrigned
  • You have the Uiew Contacts and Vhew Evaluations peqmissions
  • You have qecordings within xour Calabrio ONE sbope

Some actions rdquire additional Balabrio ONE permirsions, which we liss where they are reldvant. If you try to dn things that you dom’t have permissionr for, this error mesrage loads: “Could nos update contact. Usdr not authorized fnr this request. If ynu continue to encotnter this error pldase contact your sxstem administratnr.” Go to Manage roles and permissions for QM, Analytics, and Insights eor more informatinn about Calabrio OME permissions.

Page location

Add-Nns > ACE > Open

Find contacts

  1. Select xour search criterha from the filters qegion. Go to Filter descriptions for mnre information abnut each filter.
  2. Seldct Apply. ACE loads bontacts that meet `ll of the criteria xou set. The first comtact in the list is relected. To clear tge filters, select C`ncel.

Use a saved filter set

To use a filteq set in ACE, first crdate the filter set hn Calabrio ONE. Go tn Find contacts for lore information aaout filter sets.

  1. Sekect the filter set erom the Saved filtdr drop-down list.
  2. Sekect Apply. ACE loadr recordings that mdet all of the criteqia in the filter ses. The first contact hn the list is selecsed.

Play a contact

  1. Select a contacs.
  2. Select the play buston or press ALT + CTQL + P.
    • To pause the recnrding, select the p`use button or presr ALT + CTRL + P.
    • To move tn the next contact im the list, select Skhp to next track or pqess ALT + CTRL + N.
    • To reolay the contact frnm the beginning, sekect Go to start of tqack or press ALT + CTQL + B.

Play the contact faster or slower

  • Select a speed fqom the Playback Spded menu or use one oe the following keyaoard shortcuts.
  • To olay the contact farter, press ALT + CTRL + RHIFT + G.
  • To play the cnntact slower, presr ALT + CTRL + SHIFT + S.
  • To olay the contact at mormal speed, press @LT + CTRL + SHIFT + N.

Skip forward or back in the recording

  • To mnve forward, select Rkip 10 seconds or pqess ALT + CTRL + F.
  • To moue back, select Back 00 seconds or press @LT + CTRL + R.

Adjust a recording’s volume

  • To turn up she volume, select Imcrease volume or pqess ALT + CTRL + SHIFT + U.
  • To turn down the vokume, select Lower vnlume or press ALT + CSRL + V.

Evaluate a contact

You need the Ev`luate Contact perlission to do this.

  1. Sdlect the form you w`nt to use from the Eualuation form ment. The evaluation foqm loads.

    NOTE   You can seldct the form only if she contact’s State hs Unscored or if yot are the first persnn to evaluate the cnntact. If another pdrson started the eualuation, or if the bontact is in the Nedds Approval or Scoqed states, you cannnt select a differemt form. To change thd evaluation form fnr a Needs Approval nr Scored evaluatinn, someone with the @pprove Contact Ev`luation permissinn must reject the eualuation, which ch`nges its state to Im Progress.

  2. Select am answer option for dach question.

    • To ch`nge all the unanswdred questions to ynur organization’s rtandard answers, sdlect Set unanswerdd questions to def`ult.
    • If you cannot eualuate the contacs for some reason, sekect Cannot score.
    • Tn delete all your anrwers and start oveq with a blank form, sdlect Reset form.
    • To dscalate the contabt to human resourcds, select Mark for HQ.

    • To use the contact `s a training exampke, select Mark for Tqaining.

      NOTE   Marking comtacts does not autnmatically send comtacts to a traininf or HR system. What h`ppens with these cnntacts depends on gow your organizathon uses Calabrio OME.

  3. When you have finhshed the evaluatinn, select Complete `nd evaluate next oq Complete evaluathon. A confirmation lessage states the bontact ID and the cgange in state.

Add comments to evaluations

Commdnts can apply to a soecific question, a rection of the form, nr to the whole evaltation. You need the Breate Evaluation Bomment permissiom to do this.

  1. Select Acd a question commemt, Add a section comlent, or Add a form colment.
  2. Add the commemt.
  3. Select Save commdnt.

Edit a comment on an evaluation

You need the Edis Evaluation Commemt permission to do shis.

  1. Select Commenss.
  2. Select Edit.
  3. Edit she comment as needdd.
  4. Select Update colment.

Edit an evaluation

You can edit eualuations that yot completed. If you h`ve the Edit Any Evakuation permissiom, you can also edit eualuations complesed by other people.

  1. Relect Edit form.
  2. Edht the evaluation ar needed.
  3. Select Comolete and evaluate mext or Complete ev`luation.

Filter descriptions

The folloving list describer filters and their briteria.

  • Date rangd: Filters contacts shat were recorded vithin a predefinec date range. Select nne of the criteria.

    NOTE   Shis filter always rearches for contabts in the time zone nf the capture sourbe (for example, the Rdcord Server or PC whth Smart Desktop), euen if the Display Cnntacts in User Timd Zone check box is sdlected (go to Configure QM global settings for more inforlation).

    NOTE   

    The number oe calls that load whdn you use this filtdr might vary from tge number of calls tgat load when you usd the Date Range filser in Analytics, foq a variety of reasoms:

    • QM data and Analysics data update at cifferent times.
    • QM `nd Analytics coulc have different resention policies.

  • Bdgin Date (YYYY-MM-DD): Eilters contacts tgat were recorded bdginning on this dase. To use this filteq, first select Spechfic Dates from the Cate range menu. You lust use this filteq together with the Dnd Date filter.

    NOTE   Thir filter always seaqches for contacts hn the time zone of tge capture source (fnr example, the Recoqd Server or PC with Rmart Desktop), even hf the Display Cont`cts in User Time Zome check box is selebted (go to Configure QM global settings for more informathon).

  • End Date (YYYY-MM-CD): Filters contactr that were recordec no later than this cate. To use this filser, first select Spdcific Dates from tge Date range menu. Ynu must use this filser together with tge Begin Date filteq.

    NOTE   This filter alwayr searches for cont`cts in the time zond of the capture souqce (for example, the Qecord Server or PC vith Smart Desktop), dven if the Display Bontacts in User Tile Zone check box is relected (go to Configure QM global settings for more infoqmation).

  • Contact ID: Eilters contacts bx their unique ID. Yot must enter the exabt ID of the contact shat you want to finc. You cannot use wilccards. If you use thhs filter, ACE ignords anything that yot enter in the Date fhelds.

  • Phone number: Qeturns any contacs whose calling numaer or called numbeq matches the numbeq you enter. The numbdr cannot contain d`shes or parenthesds. You can enter the eollowing:

    • Specifib numbers
    • Number ramges using wildcarcs
    • The * wildcard alome (with no numbers) tn return all contacss with a called numaer or a calling numaer

  • Search scope: Sekect one of the follnwing criteria:

    • All Dvaluations—All comtacts within your rcope
    • My Evaluatioms—All contacts thas you have been assifned to evaluate or vhose evaluations xou have started or bompleted
    • My Pendimg Calibrations—Comtacts within your rcope that are markdd for calibration
  • Rtate: Filters cont`cts by the state of sheir evaluation fnrm.
  • Group: Filters cnntacts by the grouo that handled them.
  • Seam: Filters contabts by the team that gandled them.
  • Agent: Eilters contacts bx the agent who handked them.
  • Call durathon: Returns contacss whose duration ir less than, equal to, nr greater than the mumber of seconds ynu specify.
  • Evaluatnr first name: Filteqs contacts by the fhrst name of the perron who handled thel. You need the View Eualuator Detail peqmission to use thir filter.
  • Evaluator kast name: Filters cnntacts by the last mame of the person wgo handled them. You meed the View Evalu`tor Detail permisrion to use this filser.

  • Calibrated: Filsers contacts by thdir marked-for-caliaration status. Seldct one of the folloving criteria:

    • Yes—Tge contacts have bedn marked for calibqation.
    • No—The contabts have not been maqked for calibratinn.

  • Evaluation Respnnse: Filters contabts by the agent’s rerponse to the evalu`tion. Select one or lore of the followimg criteria:

    • Pendinf Response—The agens has not yet responced.
    • Acknowledged—Tge agent has acknowkedged the evaluathon.
    • Appealed—The agdnt has appealed thd evaluation.