Getting started

To get started, go to Quality

Step 1: Select a contact to evaluate

Option 1: Select a contact and evaluate straight away

Follow the process of selecting a contact to evaluate and, at the end of the process, select the Evaluator option: Assign to me and evaluate now.

 

Click Save contact and you'll be redirected to the start of the evaluation process. Go to Step 2 below.

Option 2: Select a contact to evaluate from the work-queue

You can evaluate a contact from the work-queue by selecting Evaluate on the row of the contact you wish to evaluate.

Once you click Evaluate, you'll be redirected to the start of the evaluation process...

Step 2: Check and complete the summary details

 

Contact Details

The Agent, contact and evaluator details on the left-hand side of the Summary box are all automatically pre-populated based on the selections that were made when the contact was selected for evaluation.

Case Reference

Here you can update any relevant Case reference information if it has changed since the contact was first selected for evaluation.

Evaluation mode

Before selecting a scorecard, you will need to select an Evaluation mode. For example, you may wish to differentiate "official" evaluations used for performance management and pay review from "extra" evaluations used for extra coaching. You can configure Evaluation modes in Quality Settings

Scorecard

Once you have selected an Evaluation mode, you will be presented with the list of available scorecards. The list is filtered based on the channel you selected when you first created the contact. Only scorecards associated with the selected channel will be presented in this list.

The selected scorecard will appear and you are now ready to evaluate the contact...

Step 3: Evaluate the contact

Select a score for each line item

Score each line item by clicking the relevant score. Once clicked, a tick will appear in the relevant score box and the unselected options will fade out. If you wish to change the score, simply tick the score box you wish to select and the tick will move.

To score a stepped line item, click either the NA box at the end of the line, or to score the individual steps, click either the Pass or Fail box to reveal the steps. In order to score a stepped line item as a Pass or Fail, you will need to score all of the individual steps

View Guidelines

You can view any associated guidelines by clicking the info icon box on the row of the relevant line item to reveal the guidelines pop-up box. You can score the line item from the guidelines by clicking the relevant button

Add feedback

If the scorecard has been designed to prompt line item, section, and/or evaluation feedback, a pencil icon will be visible on the row of the line item, an/or a link will be visible at the end of the section or the end of the evaluation.

Clicking the icon / link will reveal the Add feedback pop-up window where you can add "positive", "neutral", and/or "negative" feedback. Don't worry, we know those aren't quite the right words to use - the three sentiment options are just to enable you to classify feedback to help focus and prioritise feedback and coaching interventions.You can configure the words and phrases used to prompt agent-feedback in Quality Settings

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Finally, Publish evaluation

There are a number of options for publishing evaluations. In addition to the default option of publishing straight to reports, you may also choose to send evaluations for review prior to publication

Once an evaluation is published, the underlying contact is removed from the work-queue and you can view the completed evaluation in the Completed evaluations table.

Part-completed evaluations

EvaluAgent allows you to part-save evaluations and return to complete them later.

A part-saved evaluation remains accessible from the work queue with its status changed from Pending to In progress. You can return to complete a part-saved evaluation at any time by selecting Evaluate on the row of the evaluation you wish to evaluate. You will be taken to the part-completed evaluation screen where you can complete any missing information as part of Step 3 above.

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