How to add a deadline to Queries

Getting started We understand that, where quality scores are used as a performance management (and bonus) metric, it'...

How to create and manage badges (BETA)

Please note: this feature is currently in BETA. Badges are a great way to recognise agents who have gone the extra m...

How do I configure scorecard/reporting labels?

Navigation prompt Go to SETTINGS > click Quality settings > click the labels tab   From here, there are four typ...

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

Navigation prompt Go to SETTINGS > Click Quality settings > click the Prompts tab   From here, you can add any n...

How do I create data-capture (non-scored) questions?

Navigation Go to SETTINGS > click Quality settings > Click the Data capture questions tab   Here, you can create...

How do I create my own customised scoring templates for line items / questions?

Navigation Go to SETTINGS > click Quality settings > click the Line item scoring tab   EvaluAgent offers a numbe...

How do I edit the phrases used to encourage agent-feedback during evaluation?

Navigation prompt Go to SETTINGS > Click Feedback settings > click the Quality feedback tab By following the nav...

How do I edit the phrases used to encourage evaluator-feedback as part of a calibration session?

Navigation prompt Go to SETTINGS > Click Feedback settings > click the Calibration feedback tab By following the...

How do I edit the phrases used on general feedback?

Navigation prompt Go to SETTINGS > Click Feedback settings > click the General feedback tab By following the nav...

How do I configure general feedback topics?

Navigation prompt Go to SETTINGS > Click Feedback settings > click the General feedback topics tab By following ...

How do I set up automated lesson triggers?

Navigation prompt Go to SETTINGS > Click Automated lesson settings By following the navigation prompt, you'll be...

How do I configure 1-to-1 topics?

Navigation prompt Go to SETTINGS > Click 1-to-1 settings > click the + ADD TOPIC button   When you set up a 1-t...

How do I configure Action templates?

Navigation prompt Go to SETTINGS > click Actions & 1-to-1 settings    By following the navigation prompt, you'll...

How do Notifications work?

Introduction The platform includes a number of actions that relevant parties are notified about any time an action is...

How do I manage Notifications?

Navigation prompt Go to SETTINGS > Click Notification settings From here, you can select which events you wish t...

How do I set up my own customised alerts?

Introduction Alerts allow you to get quickly notified when certain events or outcomes are triggered in the platform. ...

How do I assign performance levels to Dashboard metrics?

Navigation prompt Go to SETTINGS > click Report settings > click the Targets tab By following the navigation pro...

Single sign-on (SSO) - OKTA

Introduction For organisations that require Single sign-on (SSO), EvaluAgent can be configured to work with your SAML...

How do I provision users from a third party? OKTA

Using the SCIM specification, you can automatically import users from your Identity Provider (such as Active Director...

Support Access

Introduction As an extra level of protection for your company data you can control and audit when EvaluAgent can acce...

Multi-factor authentication

Introduction As an extra level of security when logging into EvaluAgent you can enable Multi-factor authentication fo...

Single sign-on (SSO)

Introduction For organisations that require Single sign-on (SSO), EvaluAgent can be configured to work with your SAML...

Password Security and Account Locking

Introduction EvaluAgent allows you to define security rules that are unique to your businesses requirements. Using th...