Calibrating a Form

The calibration flow begins in My Zone and takes you through the Interactions application.

Calibrate a new form A collection of questions used to evaluate agent interactions when you want to make sure that there are no large discrepancies in the evaluators responses. When calibrating a form, you distribute an interaction with a form that has never been evaluated to all the evaluators that will participate in the evaluation flow.

To calibrate a new form:

1. Click the app selector and select My Zone.

2. Click Calibrations.

3. Click New Calibration. The Interactions application opens.

4. Enter free text to find an interaction and then click Search.

   For example, enter an agent's name.

5. From the list of interactions, select an interaction that has never been evaluated.

6. Click Actions corresponding to the interaction and then click Calibrate.

7. In the Create New Calibration window, choose a form and the list of evaluators.

8. Select the due date and click Calibrate.

   The form will appear in the Tasks page for the selected evaluators, in their My Zone application. The calibration results can be viewed in Calibrations and My Dashboard.