How do I enable acknowledgement on quality evaluations?
Overview
Evaluation acknowledgement lets agents confirm that they have reviewed their quality evaluations. When enabled, agents see an "Acknowledge" button on published evaluations, and managers can track which evaluations have been acknowledged.
Getting there
Go to Settings > Quality Settings > click the Workflow tab
What happens when acknowledgement is enabled
Once enabled, all evaluations (past and present) will display a new section when an agent views their own evaluation. If the agent has not yet acknowledged, they will see an alert at the top of the evaluation:
How agents acknowledge an evaluation
To acknowledge, the agent scrolls to the bottom of the scores panel where a text box gives them the option to acknowledge with a comment. The agent may also acknowledge without a comment.
After successfully acknowledging, the agent's acknowledgement appears at the top of the evaluation:
Reporting
When evaluation acknowledgement is enabled, a new reporting option appears in your Quality Performance report. When viewing the report under the Agent variant type, you will see a Viewed & Acknowledged tab. This tab shows a list of all agents with counts for viewing and acknowledging their evaluations.
Important notes
Enabling acknowledgement applies to all evaluations, including those completed before the setting was turned on
Acknowledgement timestamps are recorded for tracking purposes
Managers can filter evaluations by acknowledgement status
Agents can acknowledge with or without a comment