Mark an interaction for calibration

When you mark a contact for calibration, any user whose role includes the Calibrate Contact permission and who has scope over the contact can evaluate the contact in the calibration mode.

The scores from an evaluation completed in the calibration mode are included in the Evaluation Calibration report, where you can compare and contrast the scores that all evaluators gave the contact. This allows you to see whether your evaluators give consistent scores.

For more information about calibration, see Calibrate evaluators.

To mark a contact for calibration:

  1. On the Recordings page, select a contact in the contacts table.
  2. Click the Mark for Calibration icon.
  3. Select the desired evaluation form.
  4. Click OK.