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Quality - Evaluate & Calibrate
Quality - Evaluate & Calibrate
Get help on how to evaluate, set-up and run a calibration session and access completed evaluations
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18 articles in this collection
Written by
Alex Richards,
Michelle Dinsmore,
Reg Dutton
and 1 other
Getting started with Quality (Evaluate & Calibrate)
How do I access the Quality module?
Written by
Reg Dutton
Updated over a week ago
Evaluate
How do I manually create and assign a contact to evaluate?
Written by
Alex Richards
Updated over a week ago
How do I create a work-queue of contacts to evaluate?
Written by
Alex Richards
Updated over a week ago
How do I enable Agents to self-evaluate?
Written by
Reg Dutton
Updated over a week ago
How do I evaluate a contact?
Written by
Alex Richards
Updated over a week ago
Completed Evaluations
How do I view an evaluation?
Written by
Alex Richards
Updated over a week ago
How do I dispute a quality score or an evaluation outcome?
Written by
Alex Richards
Updated over a week ago
How do I send an evaluation for review (before it's published)?
Written by
Alex Richards
Updated over a week ago
How do I edit an evaluation?
Written by
Alex Richards
Updated over a week ago
How do I delete an evaluation?
Written by
Alex Richards
Updated over a week ago
Calibrate
How do I set up a calibration session based on a previously evaluated contact?
Written by
Alex Richards
Updated over a week ago
How do I set up a calibration session based on a contact that has not been evaluated previously?
Written by
Alex Richards
Updated over a week ago
How do I set up a recurring calibration session?
A guide to setting up recurring calibration sessions
Written by
James Stewart
Updated over a week ago
How do I track progress and prepare for a calibration session?
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Written by
Michelle Dinsmore
Updated over a week ago
How do I manage and submit a calibration session?
Written by
Alex Richards
Updated over a week ago
How to I take over as facilitator of a calibration session?
A helpful option if the original facilitator is absent, on holiday/leave, off sick or otherwise cannot complete the session.
Written by
James Stewart
Updated over a week ago
How do I edit a calibration session?
Information on how to edit and facilitate calibration sessions.
Written by
James Stewart
Updated over a week ago
How do I edit a recurring calibration session?
How to make changes to recurring calibration sessions
Written by
James Stewart
Updated over a week ago