How do I set up a calibration session based on a contact that has not been evaluated previously?
Navigation prompt
Go to EVALUATE > Click Calibration > Click the Action: Set up a single calibration session
Follow the navigation prompt to reach the following screen.
Note: This uses the Contact Mode for calibration, where participants evaluate the contact fresh during or before the session without any prior evaluation to compare against.
Step 1: Create a contact to evaluate
Clicking the action reveals the "Select Contact" pop-up. From here, add the relevant contact details and click Next Step.
Step 2: Set up the session
After clicking Next Step, you'll see the following screen where you add the details of the calibration session:
Part 1: Your role as facilitator — You are now the session facilitator and you can decide if you're going to evaluate the contact before the session or not. This gives you the flexibility to decide whether you want to play an active part in the session to help drive home specific messaging, or act as an independent participant guiding a conversation among the wider group.
Part 2: Session details — Set the date, time, and location of the session.
Part 3: Calibration type — Select the type of calibration session. evaluagent supports four types:
QA Calibration — Standard sessions where QA evaluators align on scoring standards
Check the Checker — Sessions designed to verify evaluator accuracy and identify training needs
Team Lead Calibration — Sessions led by team leaders to align their teams on evaluation standards
Combined TL & QA Calibration — Joint sessions involving both team leads and QA evaluators
Part 4: Invite participants — As the facilitator, you are automatically invited. You can invite as many people as you wish.
Part 5: Select a scorecard — To ensure that all invitees use the same scorecard, you'll need to select one of the live scorecards for invitees to evaluate against.
Step 3: Invitees are notified
Everyone you invite receives a notification that invites them to the session and prompts them to complete a "blind" evaluation of the selected contact. The notification includes an action button which, on click, takes the invitee to an empty scorecard that includes all the information they need to identify and retrieve the contact and then evaluate in the normal way.
The session is now set up and selected colleagues have been invited.
Reporting
When this session is submitted, the results go to the Calibration Performance Report. Since the session was focused on a contact that has not been evaluated previously (meaning no evaluation result exists in any reports prior to the calibration session being published), you will be offered the option to submit the calibrated result to the wider suite of performance reports.