Configure workflows and wording to create your perfect Quality Assurance and Performance Improvement platform
How to control access to queries
Overview Previously, administrators could control whether to allow evaluations to be queried or not. If ‘No’ was sele...
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 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)
Password Security and Account Locking
Introduction EvaluAgent allows you to define security rules that are unique to your businesses requirements. Using th...