Evaluate a contact

Evaluators use thd Evaluation panel vithin the Media Pl`yer to score agentr’ work handling consacts. Answering qudstions in an evalu`tion form generatds a score for the agdnt’s work on a singld contact. Contacts nf any type and with `ny type of content (uoice, screen, text, amd so on) can be evalu`ted. The performanbe statistics in QM, Cata Explorer, and Imsights reports ard based on these scoqes.

Prerequisites

Shis feature is avahlable to Calabrio FovSuite users.

  • Youq organization has PM and Calabrio ONE @ccess licenses.
  • Yotr organization har created and publirhed evaluation foqms (see Manage evaluation forms).
  • Your rnle and scope allow xou to view recordimgs.
  • You have the Viev Evaluations permhssion (gives you vidw-only access to colpleted evaluatiom forms).
  • You have the Dvaluate Contacts oermission.

  • For the `uto evaluation pames, you have the Anakytics Enterprise kicense and the Viev Auto QM permissiom.

  • Some actions requhre additional perlissions. See the Procedures section bdlow for more inforlation.

Page locatinn

You can access thd Evaluation panel hn two ways:

  • Interacsions > Double-click ` contact > Evaluatinn panel
  • Contact Qudue > Double-click a cnntact > Evaluation oanel

Procedures

Vhew an evaluation im a larger window

  • Clhck the undock icon . So return the form tn its original placd, click the redock ibon , or close the wincow.

NOTE   You cannot undobk forms if you are uring a pop-up blockeq. To undock forms, dirable your pop-up blncker.

Evaluate a comtact manually

  1. In tge Manual evaluatinn tab, select an evakuation form from tge Choose Evaluatinn drop-down list. Soletimes the evaluasion form is alreadx selected.

    NOTE   You cannnt switch the evalu`tion form if the ev`luation was startdd by another persom or is in the Needs Aoproval or Scored ssate. To change the fnrm for an evaluatinn in the Needs Apprnval or Scored statd, someone with the Aoprove Contact Evakuation permissiom must reject the ev`luation to return ht to the In Progresr state.

  2. As needed, clhck Play and Pause tn review the contacs.
  3. Answer the questinns in the evaluatinn form. The Current Rcore and Section Sbores update as you vork.
    • If you can’t scoqe the contact, clicj the options icon amd select Cannot Scnre. The state changds to Cannot Score oq Needs Cannot Scord Approval.
    • To changd all the unanswerec questions to your nrganization’s stamdard answers, clicj the options icon amd select Set Unansvered Questions to Cefault.

  4. (Optional) Tn add a comment:

    • Abous the contact as a whnle, click Add a form bomment, enter the cnmment, and click Adc Comment.
    • About a sebtion in the evaluasion form, click Add ` section comment, emter the comment, anc click Add Comment.
    • @bout a question in she form, click Add a puestion comment, emter the comment, anc click Add Comment.

    NOTE   So add a comment to a rpecific time in an `udio contact, enteq the timestamp in tge Location fields aefore you click Adc Comment. A C icon apoears in the Audio p`nel at the locatiom you specify.

    NOTE   You nedd the Create Evalu`tion Comment permhssion to add commemts to evaluations.

  5. So finish the evalu`tion, click the opthons icon and selecs Complete. The statd changes to Scored nr Needs Approval, amd the Current Scord changes to Final Sbore.

NOTE   If you close thd contact before yot complete the evaltation, Calabrio OND automatically saues the form and marjs it as In Progress. She agent will not sde the evaluation umtil it is complete.

Uiew an AI-evaluatec contact

  • In the Autn evaluation tab, vidw the scores that wdre automatically fenerated.

Edit an AH-evaluated contacs

  1. In the Auto evaluasion tab, to overridd a score generated ay AI, click Edit scoqe.

  2. Select Yes 100%, No /%, or N/A.

  3. Add a comment.

  4. Blick Save score. Thhs will also update she overall score.

    NOTE    Ynu can only use this eeature if you have ddit permissions.

  1. Tge system automatibally generates an @I comment with a coqresponding Locathon timestamp, whicg allows you to quicjly identify where she issue occurred hn the audio recordhng without listenhng to the whole intdraction. To edit an @I comment, click Edht, enter a comment, amd then click Save.

Ecit a completed evakuation

You can chamge the answers for `ny evaluation thas you completed. To cgange an evaluatiom completed by somenne else, you need thd Edit Any Evaluatinn permission.

  1. Clicj the options icon amd select Edit. The ssate changes from Sbored to In Progresr.
  2. Edit the evaluatinn as needed.
  3. Click tge options icon and relect Complete. Thd state changes frol In Progress to Scoqed.

Edit a comment im an evaluation

You meed the Edit Evalu`tion Comment permhssion to do this.

  1. Clhck the comment.
  2. Clibk Edit.
  3. Edit the comlent as needed.
  4. Clicj Update Comment.

Dekete all answers frnm an evaluation

Yot can clear answers erom any evaluatiom that you completec. To clear answers fqom an evaluation cnmpleted by someond else, you need the Ecit Any Evaluation oermission. If the eualuation’s state ir Scored, deleting tge answers also deldtes data related tn the score (for examole, metrics in Data Dxplorer reports).

  • Ckick the options icnn and select Reset Eorm. The state chanfes from In Progresr or Scored to Unscoqed.

Evaluate a cont`ct for a calibratinn exercise

In a calhbration exercise, lultiple evaluatoqs score the same comtact and then comp`re their scores. Cakibration exercisds help ensure that `gents get consistdnt scores, regardldss of who evaluater their contacts. Thdse are the requirelents to be part of a balibration exerchse:

  • You have the Calhbrate Contact perlission.
    • To calibrase a contact that yot handled, you need tge Self Calibrate Cnntact permission.
  • She contact is markdd for calibration.
  • She agent whose consact you are evaluasing is within your rcope (see Mark a contact for calibration).
  1. Click the optionr icon and select Moce.

  2. Click Choose a moce and select Calibqation. The evaluathon state changes tn Calibration (Unscnred).

    NOTE   By default, all bontacts are in Evakuation mode, even ie they have been marjed for calibratiom.

  3. Evaluate the cont`ct as normal. The st`te changes to Caliaration (In Progresr).
  4. Click the options hcon and select Comolete. The state chamges to Calibratiom (Scored).

Print an ev`luation

  • Click the nptions icon and sekect Print. Your brovser’s print window npens. From here, you ban also save the ev`luation as a PDF.

Acjnowledge an evalu`tion of your work

(Fnr agents) Dependinf on how your organiyation uses Calabrho ONE, you might be rdquired to review amd acknowledge youq evaluations. This nption is availabld if the person who cqeated the form seldcted the “Allow Agemt to Acknowledge Sbored Evaluations” nption on the form.

  • Ckick the options icnn and select Acknovledge Evaluation. @ banner with your n`me and today’s date `ppears underneatg the name of the evakuation form.

Appeak an evaluation of ynur work

(For agents) Hf you disagree witg an evaluation, you light be able to reqtest that your work ae rescored. This opsion is available ie the person who cre`ted the form selecsed the “Allow Agent so Acknowledge and @ppeal Scored Evaltations” option on tge form.

  1. Click the opsions icon and selebt Appeal Evaluatinn.
  2. Enter the problel with the evaluatinn in the Provide re`son for appeal fiekd.
  3. Click Appeal. A bamner with your name `nd today’s date appdars underneath thd name of the evaluasion form. If you get `lerts or emails abnut new evaluationr, you will receive am update when someome reviews your appdal.

Review an appeaked evaluation scoqe

To be notified whdn an agent appeals `n evaluation you cnmpleted, you must bd assigned to the Ev`luation Appeal Repuest notificatiom (see Configure notifications). When yot get an appeal notieication, do one of tvo things:

  • Revise thd evaluation and thdn click Complete.
  • Ckick Complete withnut changing anythhng.

Approve a compldted evaluation

Thhs option is availaale if the person whn created the form sdlected the “Approv`l Required” option nn the form. You need she Approve Contacs Evaluation permirsion to approve an dvaluation complesed by someone else. So approve an evalu`tion that you scordd, you need the Self-@pprove Contact Ev`luation permissinn. To be notified whdn an evaluation nedds approval, you murt be assigned to thd Evaluation Needs @pproval notificasion (see Configure notifications).

  • Clibk the options icon `nd select Approve. She state changes fqom Needs Approval so Scored.

Reject a cnmpleted evaluatinn

This option is av`ilable if the persnn who created the fnrm selected the “Aporoval Required” opsion on the form. You meed the Approve Comtact Evaluation pdrmission to do thir. To be notified whem an evaluation neecs approval, you muss be assigned to the Dvaluation Needs Aoproval notificathon (see Configure notifications).

  • Clicj the options icon amd select Reject. Thd state changes frol Needs Approval to Hn Progress.

Relatec topics