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Perform an Evaluation Session

The results of an evaluation session provides data in a way that makes it easier to identify the skill sets of your agents, as well as any skill gaps that need to be filled by additional training.  {{NoteFormat| When performing an evaluation session, you can always click the Clear Form option at the bottom of the form to clear all of your input.


Perform an evaluation session

  1. Click Quality > Evaluation Sessions. The Evaluation Sessions grid appears.
  2. Click the name of the evaluation you want to perform.
    Important
    If you select an Unassigned evaluation session, you will be asked to confirm that the specific session should be assigned to you.
  3. From the Form list at the top of the screen, select the first form you want to fill out. Once you complete the selected form, continue filling out the remaining forms.
  4. Answer the questions provided. If necessary, click +More to view the entire question.
    Important
    You cannot complete an evaluation session without answering all the required form questions. Required form questions are marked with a red star.
  5. Click the Play icon Smicon arrow.png to playback the interaction to hear the discussion between the agent and the customer. (optional). For more information about playing an interaction, refer to Media Player.
  6. Click the inactive Show score option Showscore.png to enable the evaluator to see the evaluation session scores during the evaluation and a final score when the evaluation is completed. For more details about scores see Configure Question Weights.
  7. If the interaction is not suitable in any way (for example, poor audio/video quality, irrelevant interaction, and so on), you can click the Replace Interaction icon Refreshgrid.png to select a different interaction for the evaluation session (optional).
    Important
    The Replace Interaction option is only available in evaluation sessions associated with interactions derived from a search criteria. Evaluation sessions associated with manually selected interactions, Calibration evaluations and Ad-Hoc evaluations will not include the Replace Interaction option. Replacing the interaction associated with the evaluation session will reset all the answers in the form(s) associated with the same evaluation session.
  8. Select one of the following options.
    Important
    When an evaluation session is completed, the interaction associated with the evaluation session is automatically tagged Evaluated.  The Evaluated tag (visible both in the Search Filters and the Search Results grid) enables you to recognize interactions that have already been part of an evaluation session and subsequently prevents evaluated interactions from being reused.
    • Scroll down to the bottom of the form and click Complete to finalize the evaluation session. A summary of the completed evaluation session appears.
      1. Click Show More Options for the following options.  
        • Export Session to CSV - Downloads the evaluation session to an Excel (password protected) document and is saved in a location of your choice.
        • Export Session to PDF -  Downloads the evaluation session to a PDF document and is saved in a location of your choice.
        • Notify agent of results -  Creates an action item for the agent associated with the specific evaluation session. See the Notify agent bullet below for further instructions.
      2. Click Complete at the bottom of the window to finalize this process. The process will continue according to your Show More Options selection. The evaluation session's status in the Evaluation Session grid will change to Completed.
    • In the top right corner of the screen, open the Save menu and select one of the following options.
      • Save - Save your work so you can continue at a later time. If you select to save the evaluation session, its status in the Evaluation Session grid will be In Progress.
      • Complete - Finalize the evaluation session. A summary of the completed evaluation session appears.
      1. Click Show More Options - for the following options.  
        • Export Session to CSV - Downloads the evaluation session to an Excel (password protected) document that is saved in a location of your choice.
        • Export Session to PDF -  Downloads the evaluation session to a PDF document that is saved in a location of your choice.
        • Notify agent of results -  Creates an action item for the agent associated with the specific evaluation session. See the Notify agent bullet below for further instructions.
      2. Click Complete at the bottom of the window to finalize this process. The process will continue according to your Show More Options - selection. The evaluation session's status in the Evaluation Session grid will change to Completed.
      Important
      You can edit a session with an expired due date, but you cannot select Complete if the session due date has passed.
    • Export to CSV -  Create a .csv file that contains evaluation session details in an Excel worksheet. Since the evaluation session has not been completed, an uncompleted prefix will be added to the exported file.
    • Export to PDF -  Create a Adobe PDF file that contains evaluation session details.
    • Close - Close the evaluation session without saving your work.
    • Notify agent -  Send the agent associated with the evaluation an action item about the specific evaluation. The Add Action Item window appears.
      1. In the window that appears, enter a due date by which the specific agent must perform this action item, enter what you would like the agent to do in the Summary field and select the Show the agent his/her evaluation score checkbox if you want the agent to be aware of the score he/she received. To learn more about scores refer to Configure Question Weights.
      2. Click Complete. An Evaluator Message is added to the specific agent's Action Items list. See Action Items for additional details.
      Important
      • You do not have to wait to complete the evaluation session to select Save > Notify agent. You can send the action item at anytime during the evaluation session.
      • When the agent opens the new Notify Agent action item (Type - Evaluator Message), he/she can review the specific evaluation session and send a response back to the evaluator. In the Evaluator Message action item, the Summary instructions are a link to the associated evaluation session.
This page was last edited on January 15, 2019, at 15:00.

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