How to add multiple evaluations to a conversation

What is the multiple evaluation functionality?

This functionality gives you the ability to carry out several evaluations per interaction against different scorecards, meaning different evaluation types can be carried out on one conversation. These evaluations can be assigned as part of an automated work queue or carried out manually on a conversation to better meet your QA processes. 

In this article we'll be covering;

1. Managing scorecard permissions 
2. Setting up multiple evaluations within an automated work queue
3. Carrying out an additional evaluation
4. Reporting

Managing scorecard permissions

As part of evaluating a conversation multiple times you can also manage access to these evaluations based on a set of permissions against a scorecard. This gives you the flexibility to match scorecard and evaluation access to your organisation's structure.

Navigation

From the Evaluate tab > select Manage scorecards

When creating a scorecard you can control visibility of that scorecard based on user roles. Under the 'hide results from' section you can select which roles from your organisation that should not see the results from the scorecard. Restrictions will apply throughout the platform so users will only see scorecards they have access to - you can add as many roles that apply. 

You can find out more about how these restrictions work from this scorecard visibility guide

Setting up multiple evaluations on an auto work queue

Navigation

From the Evaluate tab > select Auto work queues

When creating a new template there is a sampling logic category where you can choose to evaluate conversations that have no existing evaluations or to include conversations that have previously been evaluated. 

You'll be presented with two options within this category

• Only include conversations that have never been evaluated before
  This will be the default setting on an auto work queue
• Include previously evaluated conversations
  Select this option to be able to evaluate imported conversations multiple times.

Using the filters you can define the parameters of which evaluated conversations require additional evaluations within your work queue. You have the option within the filters to find conversations based on an evaluation outcome or a quality score against a selected scorecard. 

Conversations > Select Imported contacts & filters

Create a filter > Evaluation results > Evaluation outcome/ Quality score > Select a scorecard

Manually adding another evaluation

From the Evaluate tab > under completed evaluations  you can manually add an additional evaluation and view completed evaluations against a conversation that are within your given permissions. 

Each evaluation against a scorecard will sit within a tab against the interaction. Within each tab you can view the details of the associated evaluation. Using the left and right arrows you can scroll through the evaluations. 

Click the plus '+' button to complete another evaluation. You can only have one evaluation per scorecard, when adding an evaluation only scorecards without an existing evaluation will be listed in the drop down. The status of the evaluation will update as in progress until it is completed. 

Reporting

Each evaluation against a conversation will be represented within your reports and contribute to the overall score where relevant. You can use the filters to drill down into the detail of the reports as it currently works today but for one conversation you could have more than one evaluation exist within a report if multiple evaluations have occurred. 

Once scorecard permissions are live, the report filters and report results will represent only the scorecards a user has permission to view. 

All reports can be downloaded as a CSV in line with current functionality.