To get started, go to Quality
Step 1: Select a contact to evaluate
If you want to dive straight in and start evaluating contacts, you can very quickly create a contact to evaluate and, at the end of that process, simply choose the option: Assign to me and evaluate now. You'll then be directed to Step 2...
Step 2: Choose an Evaluation Mode and a Scorecard
Before you start scoring, you'll be prompted 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
- Select a Scorecard: You'll 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.
Once an evaluation mode and scorecard have been selected, an empty scorecard will appear on screen and you are now ready to start scoring the contact. Go to Step 3 below.
Just before describing the evaluation (scoring) process, it's worth noting that, in addition to manually creating contacts to evaluate, you can also use the platform to auto-generate work-queues of evaluations to complete such that, when evaluators log into the system, they are presented with an allocated work queue (list) of contacts to evaluate based on predefined quotas.
If a work-queue exists for you, then you simply start the evaluation process by clicking the Evaluate link on a contact in your work-queue...
On clicking Evaluate, you'll be moved to the start of the evaluation process. In this scenario, the start of the process depends on the type of contact that has been clicked.
(1) If the contact was created manually, the process will be as described in Step 2 above.
(2) If the contact is part of an automatically generated work queue, and it has been randomly selected from contacts imported via an integration, then you'll see the following screen. In this scenario, a randomly selected contact is presented. Clicking the link will take you to the contact in the underling contact management system If, for whatever reason, this contact is not appropriate to evaluate, the system will randomly select another one if you click the refresh icon. If you do this, you'll be prompted to select a reason from a list of configurable options.
(3) If the contact is part of an automatically generated work queue, and it is based on a prompt that was configured as part of a work queue template, then you'll see the following screen. In this scenario, an on-screen prompt will direct you to find a contact that matches the prompt and then enter the relevant contact details. If, for whatever reason, you can't find a contact that matches the prompt, you'll be prompted to select a reason from a drop down list of options you can configure in Settings.
Whichever route you take through Step 2, once a scorecard has been selected, it will appear and you are now ready to evaluate (score) 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
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
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
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.
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.