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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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.
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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 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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