There are three ways to create a new evaluation:

From the Voice Recording page.
By choosing Create new evaluation from the Evaluation action menu in the Summary Evaluation Box.
By clicking the Create external evaluation link at the top of the Evaluations page.

With the first and second methods, you're creating a regular evaluation. With the third method, you're creating an external evaluation. In all three cases, the differences occur at the start, when setting up the new evaluation. Once the initial set up is complete, the rest of the process is the same.

You can also make an automation rule that will create an evaluation automatically. For more information, see Automation Rules.

The rest of this article shows the set up portion for all three methods. At the end, you will find a link to how the remainder of the process works.

Method 1: Creating a regular evaluation through the Voice Recording page

Create a manual evaluation by starting the process from the Voice Recording page.

When you search for voice recordings, along with the options to Listen or Read recordings, you are also presented with the options to See Evaluations if evaluations have been previously done for the recording, or Evaluate if no previous evaluations exist for the recording.

Product Knowledgebase > Creating a new evaluation: Set up (Part 1) > image-20220729-193900.png

When you click either link, the Evaluations page opens filtered to show all evaluations created for the selected recording.

In the case of Evaluate, the page is blank. Click Start new evaluation, and then proceed as in Method 2.
In the case of See Evaluations, the page will show all associated recordings, along with the Summary Evaluation Box. Choose to Create a new evaluation from the Evaluation Action Menu, and then proceed as in Method 2.

Method 2: Creating a regular evaluation through the Evaluations page

Create a regular evaluation by choosing Create new evaluation from the Evaluation action menu in the Summary Evaluation Box. A partially filled Create new evaluation dialog box appears.

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Here, you only need to choose the template you will apply to the evaluation. The rest of the information is preselected.

If the Summary Evaluation Box shows that there is more than one Agent on call assigned to the evaluation, the Evaluation for menu will display all the Agents on call, and you will need to pick the Agent you want to evaluate.

Click Start when done and then proceed with the new evaluation.

Method 3: Creating an external evaluation

Create an external evaluation by clicking the Create external evaluation link at the top of the Evaluations page. An empty Create external evaluation dialog box appears.

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Here, you must complete the following boxes:

Evaluation on: Enter a name for the source on which the evaluation will be based.
From: Enter the date on which the evaluation is created.
Description: Enter a description of what the evaluation is about.
Source: Enter a link or a path to the file of the source (while external links are supported, you cannot upload a file).
Evaluation for: Choose whether you are evaluating an Agent or other, and then choose or type who or what you are evaluating.
Evaluation template: Choose the template you will apply to the evaluation.

Click Start when done and then proceed with the new evaluation.