The calibration flow begins in My Zone and takes you through the Interactions application.
You calibrate an evaluation when you want to make sure that an evaluation for an interaction has been performed properly.
You distribute an interaction that has already been evaluated with the same form
A collection of questions used to evaluate agent interactions to all the evaluators that will participate in the evaluation flow.
To calibrate an evaluation:
- Click the app selector
and select My Zone. -
Click Calibrations.
-
Click New Calibration. The Interactions application opens.
-
Search for the interaction that has been already evaluated.
-
From the list of interactions, click Actions
corresponding to the interaction you want to calibrate and then click Calibrate. -
In the Create New Calibration window, choose Calibrate Evaluation. If the interaction has only one evaluation, then the evaluation is automatically selected. If the interaction has several evaluations, select one for the calibration flow.
-
Select the evaluators and the due date, then click Calibrate.
The calibration results can be viewed in Calibrations and My Dashboard.