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When you have located the recording that you want to evaluate, click Evaluate.
The following screen appears.
- Agent Name - Shows you the : The name of the agent who is being evaluated.
- Type -: The type of interaction that is being evaluated.
- Date -: The date and start time of the interaction.
- Duration -: The time that the call lasted, in seconds.
- Recording - Clicking on the
button will : Click 
button to open a new window with the in-app media player to stream the recording.
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Using the Media Player
Once the Recording button has been clickedWhen you click , a new window containing opens with the recording will open.
The media player functions as like any regular media player. You can fast forward or rewind the call as needed. If you wish want to make a note on a certain part of the call, you can do so by typing your type the note in the text box and clicking on click the Add Annotation button.
After clicking on the button, the annotation will appear The annotation then appears at the bottom of the window with the corresponding timestamp. The annotation is able to be clicked on by yourself and the agent who is being evaluated, and it will bring them to that exact moment of the recording so they can hear exactly what they are being evaluated on. Note: Agents are not able to make annotations.
Optionally, you may click on the 
icon to receive agent and anyone else reviewing the evaluation can then click the annotation, and the recording will jump to the indicated timestamp.
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Agents cannot make annotations. |
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Click 
to view more information related to the call. Each type of interaction will have different additional information. For this call you can also see the Agentexample, the image below shows the agent's phone number (OrgNumber) and the Destination the destination number (DstNumber, i.e., the number the agent was callingcalled).
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Start Evaluating
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Now that you have selected the a recording you wish to evaluate, select choose the template you would like want to use from the Evaluation Template Selection drop-down menu list and click Start. You will now be able to see and do the evaluation.
- Start Date - Shows the : The date and time the evaluation was started.
- Complete Date - Shows the : The date and time that the evaluation was completed. This will auto-generate once the Complete button has been clickedAuto-generated when you click Complete.
- Agent Notification Date - Shows the : The date and time that the a notification of the evaluation was sent to the agent. This will auto-generate once the Notify Agent button has been clickedAuto-generated when you click Notify Agent.
- Acknowledgement Date - Shows the : The date and time that the agent acknowledged their evaluation. This will auto-generate once Auto-generated when the agent has acknowledged acknowledges the evaluation.
- Total possible points - The : The total number of points that can possibly be scored on the evaluation
- Total points scored - Shows the : The total number of points that have been scored by the agent. This number will update Updated automatically as the evaluation is completed.
- % scored - The score, as a percentage, that has been achieved on the evaluation. This number will update Updated automatically as the evaluation is completed.
- Minimum points to pass -: The minimum number of points needed to be scored to pass the evaluation.
- Minimum % to pass -: The minimum score, as a percentage, needed to pass the evaluation.
- Status - Indicates the : The status of the evaluation. This also applies to the status of each evaluation category. There are 4 status options:
- Something still needs to be completed on the evaluation.
- Indicates a passing mark.
- Indicates a failing mark.
- Indicates an auto-failure.
: The evaluation (or category) is currently in progress.
: The agent passed the evaluation (or category).
: The agent failed the evaluation (or category).
: The agent auto-failed the evaluation (or category).
The grey bar indicates the Category name. The questions can be collapsed You can expand 
or collapse 
the questions for easier viewing by pressing the 
button or expanded by pressing the 
button.Note: The Category bar will change to blue when the question has been collapsed.. For example, the image on the left shows a question in expanded form. The image on the right shows it after it was collapsed.
As you proceed through the evaluation, the program auto-saves your selections so as to not lose any of to prevent losing your progress.
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Filling out template fields
Make your selections for the evaluation:
Note: If you wish to select Auto Failure for a question and it is one of the options, click on the Auto Failure button. A dialogue box will open with the following prompt:
If you wish to select that question as Auto Failure, click OK. If not, click Cancel and you will be able to continue with the evaluation. It is important to remember that if Auto Failure is clicked, even if they agent passes every other category, and the evaluation as a whole, they will still fail if Auto Failure was selected.
Finishing up
Once you have finished with the evaluation click on the Complete buttonThe following images show the different types of questions that can exist for a template. There are four different types, and a template can have one or more of these types: Yes/No, Scale, Single Choice, and Multi Choice.
The image to the left is a Yes/No question, and the one to the right is a Scale question (the example shows a question with a scale of 1-10).
The image to the left is a Single Choice question with 4 different answers, and the one to the right is a Multi Choice question also with 4 different answers, one of which is an N/A (Not Applicable) answer.
Bonus Points and Auto-Failure
The evaluator designer might have set up options to grant bonus points to a question if an agent deserves them, or to auto-fail the question if an agent committed a grievous fault.
If you consider that an agent deserves bonus points, enter then in the Bonus points box found in the lower right corner of the question. For example, the agent in the example below deserves bonus points for not only using the appropriate script when greeting a customer, but expressing genuine interest and a friendly demeanor.
On the other hand, if an agent has committed a grievous fault (for example, they were unreasonably rude to the customer) and you consider that the agent should auto-fail the evaluation, click the Auto-Failure button found in the lower corner of a question.
When you click the Auto Failure button, a message box appears to confirm your decision to auto-fail the agent.
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When you choose to auto-fail the agent, the agent will fail the entire evaluation, even if the agent received a passing score on each individual question. |
Finishing up
Click Complete when you are done answering all the questions. This will auto-generate the date and time that the evaluation was completed. If you are satisfied with the evaluation and ready to let the agent know how they did, click on the Notify Agent button that is now available.
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You cannot edit or delete the evaluation after notifying the agent. |
There will now be a date and time in the Agent Notification Date field box.
From here you may , navigate to the Evaluations tab to check the status of the evaluation and see when the agent has acknowledged acknowledges the evaluation.
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