Some evaluations aren't based on a typical voice, chat, or e-mail interaction, but rather on an outside object, file, or idea. Evaluator now provides a mechanism for handling such cases.
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Background
The most common interactions between contact center Agents and customers are voice, chat, and e-mail conversations. Evaluations have historically been tied to one of these three categories.
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Interestingly, evaluating external objects can change the evaluation paradigm. In many cases, you will be evaluating not an interaction but a "thing" or concept that exists outside of the usual Agent-customer construct. Let's see how it looks!
Walkthrough (screenshots)
1. Log in to your admin portal, and click Tools, then Evaluator.
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- 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 (OLD).)
- Click Restart if you want to restart the evaluation (the previous results are eliminated and the new results will be recorded).
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