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.

Action toolbar

The action toolbar displays the current state of the evaluation form and enables you to interact with it. You can click the Undock icon to open the form in a new browser window, or you can click the Options icon to take an action after the evaluation form is filled out.

NOTE You cannot undock forms if you are using a pop-up blocker. To undock forms, disable your pop-up blocker.

NOTE Internet Explorer does not support undocking.

The options available depend on your role, the contact’s state, and the evaluation form’s configuration. The following table lists all options and their dependencies beyond the View Evaluations and Evaluate Contact permissions.

Option	Details
Acknowledge Evaluation	Description	Lets your supervisor know you have seen and reviewed the evaluation. When you acknowledge an evaluation, Calabrio ONE adds a banner containing your name and the date of your acknowledgment to the top of the form.
	State	No change. The evaluation stays in a Scored state.
	Additional Configurations Required	This action is available only when the evaluation form has the “Allow agent to acknowledge scored evaluations” check box selected.
Appeal Evaluation	Description	Lets an evaluator know that you want an evaluation reviewed and rescored. When you appeal an evaluation, you can state a reason for your appeal. Calabrio ONE adds this reason as a form comment, and it also adds a banner containing your name and the date of your appeal to the top of the form.
	State	No changes. The evaluation stays in a Scored state until the evaluator edits it.
	Additional Configurations Required	This action is available only when the evaluation form has the “Allow agent to acknowledge and appeal scored evaluations” check box selected. To be notified when an agent appeals an evaluation, the evaluator must be assigned to the Evaluation Appeal Request notification. When notified, the evaluator must edit the form and do one of two things: Revise the evaluation as desired, and then click Complete. Click Complete without changing anything.
Approve	Description	Approves a scored evaluation.
	State	Changes from Needs Approval to Scored.
	Additional Permissions Required	To approve an evaluation completed by another evaluator, your role must include the Approve Contact Evaluation permission. To approve an evaluation that you completed, your role must include the Self-Approve Contact Evaluation permission.
	Additional Configurations Required	This action is available only when the evaluation form has the “Approval Required” check box selected. To be notified when an evaluation requires approval, you must be assigned to the Evaluation Needs Approval notification.
Complete	Description	Completes and submits the evaluation form.
Complete	State	Depends on whether the evaluation requires approval: Approval not required—Changes from In Progress to Scored. Approval required—Changes from In Progress to Needs Approval.
Edit	Description	Allows you to change the answers on an evaluation that is in a Scored state. You can edit any evaluation that you completed.
	State	Changes from Scored to In Progress.
	Additional Permissions Required	To edit evaluations completed by other evaluators, your role must include the Edit Any Evaluation permission.
Mode	Description	Changes the mode for the evaluation form: Evaluation—Complete the form as a standard quality evaluation. Calibration—Complete the form as a calibration. See Calibrate evaluators. This option appears only after the contact is marked for calibration. Evaluation is the default mode, even if the contact is marked for calibration.
Mode	Additional Permissions Required	To calibrate a contact handled by another user in your scope, your role must include the Calibrate Contact permission. To calibrate a contact that you handled, your role must include the Self-Calibrate Contact permission.
Reject	Description	Rejects an evaluation that needs approval. The evaluator can then revise the form and resubmit it for approval.
	State	Changes from Needs Approval to In Progress.
	Additional Permissions Required	Your role must include the Approve Contact Evaluation permission.
	Additional Configurations Required	This action only appears when the evaluation form has the “Approval Required” check box selected. To be notified when an evaluation requires approval, you must be assigned to the Evaluation Needs Approval notification.
Reset Form	Description	Clears all answers from the selected evaluation form and any associated data (for example, metrics in QM reports). You can then select different answers or a different form.
	State	Changes from Scored or In Progress to Unscored.
	Additional Permissions Required	You can reset any evaluation form that you completed. To reset an evaluation completed by another evaluator, your role must include the Edit Any Evaluation permission.

Evaluation form

The following table describes the evaluation form fields.

Field	Description
Choose Evaluation	Selects the evaluation form that you want to use. Your administrator determines which evaluation forms are available. NOTE You cannot switch the evaluation form if the evaluation has been started by another user or is in the Needs Approval or Scored state. To change the evaluation form when the evaluation is in the Needs Approval or Scored state, the approver must reject the evaluation to return it to the In Progress state.
Current Score	For point-based evaluation forms, the running total of the number of points received for the entire evaluation form. For percentage-based evaluation forms, the running total of the percentage received for the entire evaluation form.
Final Score	For point-based evaluation forms, the total number of points received for the completed evaluation form. For percentage-based evaluation forms, the final percentage received for the completed evaluation form.
Section Score	For point-based evaluation forms, the total number of points received for a section in the evaluation form. For percentage-based evaluation forms, the percentage received for the current section in the evaluation form.
Add a form comment	Adds a comment to the header of the evaluation form.
Add a section comment	Adds a comment to a specific section.
Add a question comment	Adds a comment to a specific question.
Chart	The Chart tab displays a cumulative progress chart. This chart contains several rings. Each ring represents a section in the evaluation, and each ring is segmented by the number of questions it contains. The colors associated with these rings depend on the configuration of the evaluation form (see Manage evaluation forms). Each segment of each ring displays the score received for the associated question. The middle of the circle displays the current or final score. Unanswered sections and questions display a dash (—) instead of a number.

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.