Evaluators

• Your homepage dashboard
• Learn more about Calabrio ONE with TIP
• Configure notifications
• Available Calabrio GovSuite features
• Classic WFM and New WFM Terminology Guide
• WFM and NICE WFM Terminology Guide
• WFM and Aspect WFM Terminology Guide
• WFM and Verint WFM Terminology Guide

• Introduction
• Evaluate a contact
• Work with contacts assigned to you
• Search for specific contacts (use filters)
• Customize the columns on the Interactions page
• Flag a contact

• Access contacts assigned to you
• Find contacts
• Customize the columns on the Interactions page
• Play contacts
• Download contacts on demand
• Skip forward and back in a recording
• Listen to an audio contact
• About silence and talk over events
• Watch the screen capture of a contact
• View agent actions for a contact
• Explore data associated with a contact
• Edit custom metadata associated with a contact
• Read an email contact
• Read a text contact
• Read the summary of a contact
• Read the transcription of an audio recording
• View phrase analytics for a contact
• View the sentiment for a contact
• Evaluate a contact
• Play and evaluate contacts with the Accessible Contact Evaluator (ACE)

• Tag a contact
• Mark contacts for training or HR
• Mark a contact for calibration
• Export a contact

• Set goals for evaluators
• Automate QM workflows
• Assign review, evaluations, and calibrations manually
• Calibrate evaluators

• Manage evaluation forms
• Advice for evaluation forms
• Configure KPIs

IMPORTANT   Performance Coaching is not currently available for purchase.

• View a single agent’s performance
• View a team’s performance
• View performance for the whole organization
• Create a coaching session
• Follow up on completed performance goals
• Manage Performance Coaching metrics and behaviors

• Collect QM performance data for gamification
• Configure gamification levels for QM
• Manage gamification performance categories for QM
• Configure gamification points for QM

• QM standard reports

• Bot Analytics
• Bot Analytics glossary
• About experience and automation
• Evaluate bot performance
• About conversation distribution
• Evaluate conversations
• About Bot Management Reports (BMR) and Bot Peformance Reports (BPR)
• Discover conversation topics
• About conversation topics
• About impact analysis
• About aggregated metrics
• Analyze trends in key metrics
• About transcript search
• Explore transcriptions with Bot Analytics
• About the overview page
• About performance comparison
• Evaluate the impact and performance of releases
• About response performance
• Improve underperforming bot responses
• Use unclassified messages to improve Bot Analytics performance
• About intent performance
• Improve underperforming intents

• Optimize bot responses best practice
• Optimize containment rates best practice
• About the Bot Analytics Management Improvement Framework
• Understand increases in negative feedback
• Identify new optimization opportunities
• About Bot Analytics KPIs
• Best practices for improving experiences
• Bot Analytics frequently asked questions