How do I create prompts to help evaluators select the right types of contacts to evaluate?

Getting started

Go to Quality Settings and click the Prompts tab

From here, you can add any number of text prompts for each channel.

Prompts help you to guide evaluators to select specific types of contacts to evaluate in order to avoid any contact selection bias when evaluators are left to choose contacts. E.g. you may wish evaluators to select calls with a specific duration from a given day at a given time.

Once you have defined your prompts, when you select a contact for evaluation, one of the prompts will appear randomly based on the relative weighting you assign.

A prompt with a weighting of “10” will appear (on average) ten times more frequently than a prompt with a weighting of “1”.

To add a prompt, click New prompt and complete the fields in the pop window that appears.

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