Evaluating Agents On-the-Fly

You can evaluate a specific interaction, or send one for evaluation directly from the Interactions application.

If you want to review specific agents, you don't have to wait for the Quality Planner to send their interactions to an evaluator. You can search for the agent's interactions on your own and evaluate them, and view evaluation scores for other interactions.

You can also send a specific interaction to an evaluator directly from the Interactions application as long as you have the correct permission enabled for your role.

Evaluate an Agent

To evaluate interactions on-the-fly, you need the following permission enabled for your role: QM Tools > Evaluations > Perform Evaluations: Evaluate

1. From the Interactions application, enter free text in the search box to find interactions related to a specific agent, and click Search.

   For example, enter a name, contact ID, or agent ID.

2. Once you find the correct interaction, click Actions and select Evaluate.

3. In the Create New Evaluation window, select a form and click Evaluate.

   The form opens.

4. Click Play on the interaction and answer the questions on the form.

   The score will be generated automatically as you answer the questions. You can see the total score at the top of the form, as well as the section score at the top of each section.

   A flag icon before a question, means it is a critical question.

5. You can add a comment on any of the questions. These comments will be visible to anyone viewing the evaluation.

   Click the comment icon, enter your comment, and click Submit.

6. If the evaluation is a standard evaluation, you can change the evaluation form if necessary. Click Change Form and select a new one from the list.

7. Once you have completed the evaluation, save it by doing one of the following:

   • Click Save as Draft to save the evaluation for later.

   • Click Send to Agent to complete the evaluation.

   • Click Close to cancel the evaluation.

   Depending on the evaluation workflow defined in the form, the evaluation may or may not go to the agent.

Assign an Evaluation

To assign interactions for evaluation on-the-fly, you need the following permissions enabled for your role: QM Tools > Evaluations > Perform Evaluations: Evaluate, Assign

1. From the Interactions application, enter free text in the search box to find interactions related to a specific agent, and click Search.

   For example: Enter a name, contact ID, or agent ID.

2. Once you find the correct interaction, click Actions and select Evaluate.

3. In the Create New Evaluation window, select an Evaluator to send the interaction to.

4. Select an evaluation form to send with the interaction.

5. Click Evaluate.

   The interaction is sent to the evaluator you selected. The interaction to be evaluated will in their Task page in My Zone.