Evaluate an interaction

The Evaluation panel helps your contact center achieve the highest possible standards of quality measurement and agent performance.

QM and Calabrio ONE Access licenses are required to view the Evaluation panel. Contacts of any type and with any type of content can be evaluated.

To use the Evaluations panel, your role must have specific permissions:

  • If your role has the View Evaluations permission but not the Evaluate Contact permission, you can only review the evaluation form.
  • If your role has both the View Evaluations and Evaluate Contact permissions, you can select and complete an evaluation form. If the contact is a call, you can play back the audio and screen recordings while evaluating the contact.

Evaluations are configured on the Evaluation Form Manager page (see Manage evaluation forms). They use one of two scoring methods:

  • Percentage-based scoring—Contact evaluation sections and questions are weighted on a 0 to 100 percent scale, and the final score is a percentage.
  • Point-based scoring—Contact evaluations are scored on a point system. Zero is the normal score and points are awarded for going above and beyond the normal expected outcome. Points can also be subtracted for poor service. The evaluation form allows you to assign positive or negative scores to questions.

The performance statistics available on your dashboard, in QM reports, and in Data Explorer reports are based on these scores.

The Evaluation panel features the action toolbar and the evaluation form.

Pointers for completing an evaluation form

When completing an evaluation form, remember the following points:

  • If you leave the evaluation form before you complete the evaluation, Calabrio ONE automatically saves the form and marks it as In Progress. The agent will not see the evaluation until it is complete.
  • When the evaluation is saved but not completed, only the original evaluator can change the evaluation form. If for some reason Evaluator A is no longer available and Evaluator B must take over Evaluator A’s evaluations, Evaluator B must log in as Evaluator A and either complete the evaluation or reset the form (by clicking Reset Form) and then log in as Evaluator B and complete the evaluation.
  • Once the evaluation is completed, only the original evaluator can modify the evaluation scoring. If for some reason Evaluator A is no longer available and Evaluator B must take over Evaluator A’s evaluations, Evaluator B must log in as Evaluator A.