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2. When the new tab opens for Evaluations, click "External Evaluations" in in the left navigation.
At this point you can take one of several actions:
- Start a new evaluation from scratch . Simply click the blue by clicking the Evaluate button to begin.
- Take an action on an existing evaluation you see in the list: View, Restart, Continue or Delete, Delete, Archive, or Collaborate.
- Search for a specific evaluation using the Find function and associated filters, and then choose which the action to take.
For this example, let's create a new evaluation. Click the blue Evaluate button to begin.
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You'll want to have templates ready that are designed for evaluating external entities, rather than for agent-customer interactions. For more detailsinformation, see Create an Evaluation Template. |
3. You'll see the following screen. Here's the info you will need to provide:
- Template Selection: choose which of your the templates you'll use for this evaluation.
- Title: provide a title for this specific evaluation.
- Date: the date the evaluation was performed. The value does not need to be today's date.
- Location: where the object being evaluated is located. Typically this will be a web address. When you enter a web address, a clickable link for the address appears below the box after you click the Start button.
- Agent: the name of the agent associated with the specific evaluation.
- Description: a place for detail on the purpose and scope of this evaluation.
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The following boxes remain editable until you click the Complete button to complete an evaluation: Title, Date, Location, and Description. |
Now click Start to begin your evaluation.
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4. The evaluation will launch, and you can proceed through the various questions. page expands to show the template questions. You can use 
to collapse the questions or 
to expand them. In this screenshot, you'll notice that none of the questions concern the Agent-customer interaction. Instead, they're about topics such as customer satisfaction, or how long the customer has owned how knowledgeable the agent seem about the product.
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5. Once Click Complete when you've finished , scroll back to the top of the evaluation, and click the Complete button.
You'll see the Complete button change, to a Restart button screen change to show new options: Collaboration mode, Notify Agent, and Restart (greyed out if you cannot restart this evaluation).You can return
- Click Collaboration Mode if you want another evaluator to collaborate on this evaluation.
- Click Notify Agent to let the agent know the results of their evaluation (for more details, see Agent Acknowledgement.)
- Click Restart if you want to restart the evaluation (the previous results are eliminated and the new results will be recorded).
The results of the evaluation are displayed below the new options, along with an indication as to whether the agent passed or failed the evaluation.
: The agent passed.
: The agent failed.
Return to the list of External Evaluations by clicking that menu itemthe breadcrumb at the top of the screen.
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