How do I enable acknowledgement on quality evaluations?

This article will show you how to acknowledge evaluations, and report on acknowledged evaluations.   Head over to th...

How do I configure scorecard/reporting labels?

Getting started Go to Quality Settings in the Settings menu and click the Labels tab. From here, there are four type...

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

Getting started Go to Quality settings in the Settings menu and click the Prompts tab. From here, you can add any nu...

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

Getting started Go to Quality Settings in the Settings menu and click the Data capture questions tab. Here, you can ...

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

Getting started Go to Quality Settings within the main Settings menu...   ....and click the Line item scoring tab.  ...

How do I edit the words used to describe System Evaluation Outcome?

Getting started Go to Quality Settings in the Settings menu and click the Evaluation Outcome tab. If Evaluation Outc...

How do Notifications work?

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

How do I manage Notifications?

Getting started To get started, first of all, go to Notification Settings in the Settings menu to reveal the settings...

How do I send notifications to Slack or MS Teams?

What platforms can I integrate with? We have currently integrated EvaluAgent with the following workplace chat/collab...

How do I set up my own customised alerts?

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

I'm not receiving any email notifications?

If your users aren't receiving any email notifications, please check your Notification Settings to make sure that the...

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

Getting started Go to Feedback Settings in the Settings menu and click the Quality Feedback tab   When building a sc...

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

Getting started Go to Feedback settings in the Settings menu and click the Calibration participant feedback tab.   I...

How do I edit the phrases used on general feedback?

Getting started The system enables you to provide general feedback to any individual person or group of people from y...

How do I configure general feedback topics?

Go to Settings and click the General feedback topics tab When you provide general feedback to an agent, you'll be pr...

Creating an API Key

EvaluAgent offers a powerful, open API to our customers. To enable you to connect securely you will need to create an...

What platforms does EvaluAgent integrate with?

EvaluAgent is the most connected quality platform in the world! We currently integrate with the following 3rd party a...

Open API

The EvaluAgent Open API enables you to: Push user details (such as joiners/leavers/movers) into EvaluAgent from your...

How do I upload a specific call recording or contact record?

Introduction This feature allows permitted users to upload and attach a specific call recording or contact record to ...

SFTP: How do I bulk-upload call / contact records and recordings?

For Integrations with systems that EvaluAgent hasn't directly connected with or where an integration via Zapier isn't...

How do I integrate with Zendesk?

The EvaluAgent-Zendesk Integration enables you to: Automatically fetch and present Zendesk tickets in EvaluAgent tha...

How do I configure 1-to-1 topics?

Getting started Go to 1-to-1 template and click the 1-to-1 topics tab   When you set up a 1-to-1 session, you'll be ...

How do I assign performance levels to Dashboard metrics?

Getting started Go to Report Settings in the Settings menu. In  the Targets tab, click a status pill to make the feat...

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...

How do I provision users from a third party?

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