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  1. EvaluAgent
  2. Quality - Evaluate & Calibrate

Quality - Evaluate & Calibrate

Get help on how to evaluate, set-up and run a calibration session and access completed evaluations

Getting started with Quality (Evaluate & Calibrate)

  • How do I access the Quality module?

Evaluate

  • How do I manually create and assign a contact to evaluate?
  • How do I create a work-queue of contacts to evaluate?
  • How do I enable Agents to self-evaluate?
  • How do I evaluate a contact?
  • How do I delete a contact?

Completed Evaluations

  • How do I view an evaluation?
  • How do I dispute a quality score or an evaluation outcome?
  • How do I send an evaluation for review (before it's published)?
  • How do I edit an evaluation?
  • How do I delete an evaluation?

Calibrate

  • How do I set up a calibration session based on a previously evaluated contact?
  • How do I set up a calibration session based on a contact that has not been evaluated previously?
  • How do I track progress and prepare for a calibration session?
  • How do I manage and submit a calibration session?
  • How do I edit a calibration session?
  • How to I take over as facilitator of a calibration session?
  • See all 8 articles
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