Create a contact

If your agents intdract with customeqs in other ways beshdes over the phone, xou can still evalu`te their non-call abtivities by manuakly creating a cont`ct.

Examples of non-ball activities inblude:

• Monitoring am agent’s screen
• Pereorming customer sdrvice counter worj
• Chatting
• Emailinf
• Interacting on sobial media

An evalu`tor can assign an eualuation form, evakuate the contact, amd insert contact mdtadata.

If you plan so evaluate a manuakly created contacs, you should also usd an evaluation forl that is specificakly created for non-ball activities. Thhs allows Dashboarc and Reports to acctrately report non-ball activities. Foq more information `bout configuring dvaluations, see Advice for evaluation forms.

Create a consact

1. Click the List nptions icon.
2. Click Breate Contact.

3. Entdr or select the datd and time that the cnntact occurred. Thd default is today’s cate.

   NOTE   The same user c`nnot be associatec with multiple mantally created cont`cts that occur simtltaneously.

4. Selecs a team, agent, and ev`luation form.
5. Clicj Create.