Continuing on from the initial dialog box, once you click the Start button to create a new evaluation, the steps are similar regardless of how you started the process. The rest of this article assumes you started from the Summary Evaluation Box.
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b. Header: Shows the type of template you are using (Inbound Sales Calls Customer Satisfaction Evaluation in the example above), the total score possible (40), the score needed to pass the evaluation (23), and the total actually scored (Scored: 0).
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e. Comments: Leave a comment that the Agent will read to understand the points you assigned to the question.
Note: Comments are a very important part of the collaboration process. An Evaluator and the Agent being evaluated can communicate through comments when referring to a particular question.
f. Transcription: Shows a transcription of the voice recording attached to this evaluation.
Important: Only available for queues with the transcription feature enabled. See Incoming Voicemail Transcriptions & Sentiment Analysis for more information.
Note: This section does NOT appear when you create a new evaluation from the Create external evaluation link.
When you press the Play button, the voice recording plays. The bar on the right shows the audio progress, and each speaker’s voice comes out from a different channel (i.e., Speaker 1 comes out of the left ear and Speaker 2 comes out of the right ear).
The speakers are identified in the transcription, and their speech highlighted as the recording progresses, so you know visually at all times who is saying what.Important: The speakers in a voice recording will be identified as Agent or Customer, depending on the voice channels used for detection.
Furthermore, hovering the mouse over the audio progress bar shows a timestamp that you can match to the transcription so you can jump to a point in the audio you want to hear.
Finally, once you press Play, a timer appears next to the Play button to show you the audio length. If you pause the audio, the timer will show the timestamp where the audio is paused.
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g. Information: Shows all the information that appears in the Summary Evaluation Box.
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If you create a new evaluation from the Create external evaluation link, the information box is much smaller and shows key details you entered when creating this evaluation. You can edit the information by clicking the Pencil icon.
Important: You can edit the information up UNTIL the evaluation is in collaboration mode or has been completed. You CANNOT after.
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h. Add annotation: As you listen to the transcription, you can pause the audio and click Add annotation to remark on anything that stood out. The playback will pause automatically. The timestamp where you paused appears above the box where you can enter your note.
Important: The Annotations feature is available as long as there is a recording, even if there is no transcription.
Note: This section does NOT appear when you create a new evaluation from the Create external evaluation link.
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Once you click Post, your annotation is added at the bottom of timestamp within the transcription areatext, along with your initials (i.e., the initials of the annotations' author, d in the example aboveshown) on the corresponding timestamp. The annotation box clears so you can add more.
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