Get help on how to evaluate, set-up and run a calibration session and access completed evaluations
What is an auto work-queue?
Introduction A work queue is simply a list of contacts that need to be evaluated, and evaluators access their work qu...
How do I set up an auto work queue?
Navigation prompt Go to EVALUATE > Click Auto work queues > Click the button + New work queue template Configu...
How do I manually create and assign a contact to evaluate?
Navigation prompt Go to EVALUATE > Click Add a contact to evaluate By following the navigation prompt, you'll be...
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 quic...
How do I evaluate an end-to-end Customer Experience (CX)?
Introduction Our Customer Experience (CX) feature enables you to measure the performance of end-to-end customer exper...
How do I delete or re-assign a contact?
Navigation prompt Go to EVALUATE > click Contacts to evaluate By following the navigation prompt, you'll be ta...
How do I view an evaluation?
Navigation prompt Go to EVALUATE > Click Completed evaluations By following the navigation prompt, you'll be dir...
How do I query a QA result?
Getting started We understand that, where quality scores are used as a performance management (and bonus) metric, it'...
How do I review and process a query?
Introduction Queried evaluations remain published in reports, but their status in the Completed Evaluations Table is ...
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 review an evaluation before it's published?
Introduction Evaluations submitted for review do not appear in any reports, but they do appear in the completed evalu...
How do I edit an evaluation?
How do I set up a calibration session based on a previously evaluated contact?
Navigation prompt Go to EVALUATE > Click Completed evaluations By following the navigation prompt, you'll be tak...
How do I set up a calibration session based on a contact that has not been evaluated previously?
Navigation prompt Go to EVALUATE > Click Calibration > Click the Action: Set up a single calibration session Fol...
How do I track progress and prepare for a calibration session?
Navigation prompt Go to EVALUATE > Click Calibration By following the navigation prompt, you'll be directed to...
How do I facilitate a calibration session?
How do I edit a calibration session?
Navigation Go to EVALUATE > Click Calibration By following the navigation prompt, you'll be directed to the fo...
How to I take over as facilitator of a calibration session?
How do I create a new scorecard?
Navigation prompt Go to EVALUATE > Click Manage scorecards By following the navigation prompt, you'll be directe...
Default scoring templates for line items
Getting started EvaluAgent offers four default scoring templates to help get you started. However, if they don't suit...
How do I access my scorecards?
Navigation prompt Go to EVALUATE > Click Manage scorecards By following the navigation prompt, you'll be direc...
How do I edit a scorecard?
How do I deactivate a scorecard?
