Monitor Evaluations

Monitoring evaluations is done in My Zone, in the Performance Monitoring page.

The Performance Monitoring page lets you view the average evaluation scores of agents in a specific time frame.

Define a group of agents and the time frame (in intervals of one month) to see the scores of all their completed evaluations within that time frame.

For example: If you choose one month, you will see the average score of all the completed evaluations for each agent in that month.

You can drill down through an agent's average score to view all the completed evaluations within the specified time frame. You can also open the interactions in the player and view the evaluated form.

There are two types of evaluations that can be distributed via the Quality Planner:

  • Standard Evaluation—an evaluator performs an evaluation on an interaction with the assigned form. You can review the answers on the form, and playback the interaction.

  • Collaborative Evaluation—an evaluator and the agent from the interaction both receive the interaction and the form. The evaluator evaluates the interaction, and the agent performs a self-assessment. You can view both forms side by side, and compare them, as well as play back the interaction.

To monitor performance:

  1. Go to My Zone  >  Performance Monitoring.

  2. Select Teams and then Groups.

    The agents in the grid will be those that overlap between the teams and groups you selected. The list of appears as you define the filters.

  3. Select the start and end date in intervals of months.

  4. For each agent, you can view their:

    • Average Score—the average evaluation score for the time frame you defined.

      For collaborative evaluations, only evaluator scores will be taken into account when calculating average scores.

    • No. of Evaluations—the total number of evaluations completed for that specific agent.

  5. Click an agent's Average Score to drill down to a list of all of their completed evaluations in the defined time frame.

    You can click on any of the evaluations to launch the interaction in the Player and open the answered evaluation form in new windows.

    If one of the windows does not open, make sure you have enabled pop-ups on your browser.

    Keep in mind that any evaluations that have the status Challenged will not be available. These are evaluations for which the agent requested review. They will only be available once they have been reevaluated.

Delete Completed Evaluations

You can delete any evaluation that is marked in the grid with a status of Completed or Auto-Acknowledged.

Deleting completed evaluations is meant for irrelevant evaluations that may impact an agent's average evaluation score. An agent's average evaluation score is recalculated after the evaluation is deleted.

Keep in mind, when you delete an evaluation, you must include a reason for deleting it. This evaluation will still appear in the Evaluation report, along with the reason it was deleted.

After deleting an evaluation from the Performance Monitoring page in My Zone:

  • The evaluation will also be removed from the agent's Evaluation page.
  • It will no longer appear in Search.
  • The evaluation score will not be included in the average scores displayed in QM widgets, such as Team Performance, Evaluations and Coaching Events, and Agent Scoring.

The Evaluation Answers Report

In addition to the evaluation reports available in the Reporting application, you can generate the Evaluation Answers Report directly from the Performance Monitoring page.

This report queries all evaluations done with the defined form for the selected agents. Each row of the report is a single agent evaluation, and each column displays the response to one of the form questions.

To generate the report:

  1. In the Performance Monitoring page, define one or more Teams. If relevant, you can also define Groups.

  2. Define the time frame. The report will only query data from these dates.

  3. Click Generate Report.

  4. In the Generate Report window, select the Agents whose evaluations you want to query.

  5. Select the Form you want to use for the query. If relevant, you can also select a Form Version.

  6. Click Generate.

    The report will download to your computer as an Excel file. This may take a few moments.