Creating a new evaluation: Process (Part 2)

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.

The screen changes to show the details of the evaluation you are creating, including the name of the Agent, the status collaboration, and more importantly, the questions of the template you have assigned to the evaluation.

a. Shows who the evaluation is for (demojohn in the example above), the status of the evaluation (Created), and the status of the collaboration (pending).

b. Header: Shows the type of template you are using (Customer Satisfaction Evaluation in the example above), the total score possible (40), the score needed to pass the evaluation (23), and the total actually scored (Scored: 0).

c. A panel that shows the number of questions for this template (4 in the example above). You can click any of the numbers to navigate to the question and display the contents as indicated in d.

d. The contents of the question. The upper corner shows the maximum score possible for the question (10 in the example above) and the passable score (10). If the question contains multiple components (for example, the example above is a Yes/No question), hovering the mouse over each component shows the points each component is worth.

A template might be set up such that you can mark a question as not applicable. A question might also be set up such that it is important enough that failing it results in an automatic fail of the entire evaluation. For example, it might be company policy that an Agent must never utter a rude word to a customer. If the Agent does, even if the rest of their interaction is flawless, uttering a rude word is an automatic fail.

In both of these cases, the template might include toggle buttons to let you assess the question appropriately.

A template might also be set up to allow you to assign bonus points to acknowledge exceptional behavior on the Agent’s part, or to take away points for undesirable behavior.

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.

Furthermore, hovering the mouse over the audio progress bar shows a timestamp that you can match to the transcription so you can jump to a point in the audio you want to hear.

Finally, once you press Play, a timer appears next to the Play button to show you the audio length. If you pause the audio, the timer will show the timestamp where the audio is paused.

g. Information: Shows all the information that appears in the Summary Evaluation Box.

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.

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.

Once you click Post, your annotation is added at the timestamp within the transcription text, along with your initials (i.e., the initials of the annotations' author, d in the example shown). The annotation box clears so you can add more.

i. Click Next question to proceed onto the next question and repeat the process described above.

j. Click the side arrows to expand the questions panel and see the questions in full. Click any of the questions to navigate to it. The content appears as described in point d. above.