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?

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