Mark interactions for training or HR

By default, an administrator can set a permission for specific roles to mark contacts for training and HR. For example, a user whose role is assigned the Mark for Training permission can mark a contact to serve as a training example for those in the user’s scope. In addition, a user such as an evaluator, supervisor, manager or even a tenant, whose role is assigned the Mark for HR permission can mark a contact for Human Resources (HR). HR can then review the contact. And a user whose role has the View All Training Contacts or the View All HR Contacts permission can view all contacts marked for training or HR in the Recordings page, respectively.

By default, any contact that is marked for training or HR is kept for six months unless otherwise specified by the administrator.

NOTE   By default, any role within the user’s scope can view contacts marked for training or HR.

When you mark an unscored evaluation for training or HR, the evaluation is saved and claimed for you.

NOTE   To find training or HR contacts, you must first add the Recording Flags filter to your filter set and then select the Training check box or the HR check box. Unless a filter set includes this filter criteria, the filter results only return contacts marked for training or HR if the contact is in the user’s scope. See Filter interactions for information on how to add Recording Flag filters.