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Distributed Agent Evaluation

The SpeechMiner Quality Management - Distributed Agent Evaluation creates evaluation sessions about one or more specific agent performances during customer interactions. The Distributed Agent Evaluation is assigned to one evaluator. The selected evaluator is assigned an evaluation session associated with the selected agent. For example, if you select 18 agents to be evaluated by a specific evaluator, 1 evaluation session will be created for each of the 18 agents according to the selected interaction filter criteria.

Important
You cannot create an evaluation without a form. Before you create an evaluation, verify that a form(s) was created.

Create a Distributed Agent evaluation

  1. Click Quality > Evaluations Manager. The Evaluations Manager grid appears.
  2. Click the drop down arrow next to New Evaluation and select Distributed > Agent.
  3. In the Untitled Evaluation field, enter the name of your evaluation.
  4. In the Description field, enter a description of the evaluation.
  5. From the Schedule list select one of the following, and configure the schedule using the options available (see table in this step):
    • Recurring: Use to create an evaluation that repeatedly produces evaluation sessions for a configurable time interval.
    • One Time: Use to create an evaluation that only produces evaluation sessions once.
    Option Description
    Start The date on which the evaluation session(s) should be created.
    Time.png  The time at which the evaluation session(s) should begin.
    Occur every The frequency (Minutes, Hours, Days, Weeks or Months) with which the evaluation recurs.
    Expires after The time (Minutes, Hours, Days, Weeks or Months) at which the evaluation session should be performed after the evaluation is created.
  6. Select the Forms tab and from the Forms list, select the forms to add to the evaluation. As soon as you select a form from the list, it appears in the Evaluation Summary under Forms. Select the form again to remove the form from the Evaluation Summary. The forms selected consist of the questions that must be answered to complete the evaluation session.
  7. Select the Evaluators tab and from the Evaluators list, select the evaluator that should perform the evaluation session(s). As soon as you select an evaluator from the list, the evaluator name appears in the Evaluation Summary under Evaluators. Select the evaluator again to remove the evaluator from the Evaluation Summary. Each evaluator will receive an evaluation session to evaluate the agent(s) associated with the selected interactions.
  8. Select the Agents  tab and from the Agents list, select the agent(s) whose interactions you want to evaluate. As soon as you select an agent from the list, the agent's name appears in the Evaluation Summary under Agents. Select the agent again to remove the agent from the Evaluation Summary. If you select a manager, the sessions will only be created for the agents associated with the selected manager and not for the manager.
  9. Select the Interactions tab. 
    Important
    You cannot manually select a list of Interactions. The resulting interaction list corresponds to what you entered in the search filter.
     
    1. Configure the evaluation filter options on the left side of the screen, to generate a list of interactions. Your filter selections should be directly related to the business issue for which you want to evaluate an agent(s). For additional information, see Search Filter.
    2. Click Search. {{NoteFormat| You can play back an interaction to verify its relevance to the purpose of the evaluation. Simply click the Play icon Smicon arrow.png associated with the interaction you want to hear. For more information about playing an interaction, see Media Player.
  10. Click the Inactive option Inactive.png to activate Activate.png the evaluation. Only an active evaluation will create evaluation sessions.
  11. Click Save and Activate. Once the evaluation is saved and activated, it will start to create evaluation sessions according to the schedule configured at the beginning of this procedure.
Important
The Evaluation Session list will automatically refresh when a new set of evaluation sessions is available. To manually refresh the Evaluation Session list, click the Refresh button Refreshgrid.png.
 
This page was last modified on January 15, 2019, at 07:00.

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