How do I manually create and assign a contact to evaluate?

Getting started Click on Add a contact to evaluate in the Evaluate menu. Enter the relevant details in the modal wind...

How do I create a work-queue of contacts to evaluate?

Introduction A work queue is simply a list of contacts that need to be evaluated, and evaluators access their work qu...

How do I enable Agents to self-evaluate and/or calibrate?

Why do it? Empowering agents to occasionally evaluate one of their own contacts is a great way to engage those team m...

How do I evaluate a contact?

  Step 1: Select a contact to evaluate If you want to dive straight in and start evaluating contacts, you can very qu...

How do I evaluate an end-to-end Customer Experience (CX)?

Our Customer Experience (CX) feature enables you to measure the performance of end-to-end customer experiences which ...

How do I delete/remove a contact?

Getting started From the list of contacts in Contacts to evaluate, you have two options to re-assign a contact or del...

How do I view an evaluation?

Getting started To get started, go to Completed evaluations in the Evaluate menu.   Hints & Tips The User's Reporting...

How do I query/dispute a quality score or an evaluation outcome?

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

How do I send an evaluation for review (before it's published)?

Getting started It's sometimes necessary for managers or senior quality analysts to review evaluations before they ar...

How do I edit an evaluation?

Prerequisites Before you can edit an evaluation you will require the following permission:- Edit & Delete Evaluations...

How do I delete an evaluation?

To get started, Go to Quality Step 1: Find and select the evaluation you wish to delete Select the Completed evaluati...

How do I set up a calibration session based on a previously evaluated contact?

Getting started Go to Quality Step 1: Select the evaluation you wish to use as the focus of the calibration session ...

How do I set up a calibration session based on a contact that has not been evaluated previously?

Getting started To setup a calibration session, based on a contact not previously evaluated you'll need to Go to Qual...

How do I track progress and prepare for a calibration session?

First, access the Quality menu option in the Nav Bar and then click the Calibration menu to reveal the Calibration se...

How do I manage and submit a calibration session?

Getting started Go to the Evaluate menu and select the Calibrate to reveal the Calibration sessions table. Then, clic...

How do I edit a calibration session?

Getting Started Go to the Evaluate menu and select Calibrate to reveal the Calibration sessions table. From here, cli...

How to I take over as facilitator of a calibration session?

Getting Started Click the "Quality" menu icon and click the Calibrate option to reveal the Calibration sessions table...