Quality - Evaluate & Calibrate

Get help on how to evaluate, set-up and run a calibration session and access completed evaluations

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14 articles in this collection
Written by Alex Richards, Michelle Dinsmore, and Reg Dutton

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 track progress and prepare for a calibration session?

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