For: The name of the Agent being evaluated.
For external evaluations, it is the name of the Agent or the object being evaluated.
Type: The source on which the evaluation is based.
In: Inbound calls
Out: Outbound calls
External: External source
Date: The date on which the evaluation was first created.
Sentiment: Sentiment defines conversation emotions. Different parts of a conversation might have different sentiment. Therefore, the sentiment score is calculated as a percentage by comparing the different parts of the entire conversation. The larger percentage determines the overall score, which could be Positive, Negative, Neutral, or Mixed (if the Negative and Positive are fairly equal).
There are five types of sentiments, each represented by a different icon.
Important: Sentiment analysis is available for evaluations with recordings whose queue has the transcriptions feature enabled. If the feature has not been enabled, the Sentiment Analysis score will be Empty. For more information, see Incoming Voicemail Transcriptions & Sentiment Analysis.
Evaluator: The user conducting the evaluation.
Template: The type of form template used to perform the evaluation.
FMI: For more information about form templates, how to create them, clone them, and description of evaluation categories, see Templates.
TIP: Evaluations based on templates in calibration appear in a faded color. There is also a wrench icon next to the template name.
Status: The current status of the evaluation.
The different statuses are color-coded.
Created: The evaluation has been created, but no actions have been performed for it.
In progress: The evaluator began working on the evaluation, but the result is not final (possible collaboration).
Passed/Failed: The evaluation obtained a positive or negative score, respectively.
Auto-failed: The evaluation has at lest one question that resulted in an automatic fail.
Collaboration: Provides information about the type of collaboration between the evaluator and the Agent being evaluated.
FMI: To learn more, see Collaboration and Acknowledgement.
Not available: The external evaluations have no Agent assigned, or the evaluation has a template in calibration mode.
Skipped: The evaluation was completed without collaboration
Pending: The collaboration has not started
In Agent review: The evaluator has started the collaboration, but the Agent's answer is pending
In evaluator review: The Agent has answered, but the evaluator's answer is pending
Finished: The collaboration is completed
Acknowledgement: Indicates whether an Agent has responded to their evaluation, and how.
Icons are used to visually show more information about the acknowledgment. A checkmark indicates the Agent has accepted the result, and a speech bubble indicates that the Agent has left a note.
FMI: To learn more, see Collaboration and Acknowledgement.
Empty: The evaluation is not completed, or the Agent has not acknowledged it
Accepted: The Agent has accepted the evaluation result
Rejected: The Agent has rejected the evaluation result
