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

Navigation Go to SETTINGS > click Quality settings > click the Line item scoring tab   EvaluAgent offers a numbe...

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

Navigation prompt Go to SETTINGS > click Quality settings > click the Evaluation Outcomes tab If Evaluation Outc...

How do I configure my own Manual Evaluation Outcomes?

Navigation prompt Go to SETTINGS > Click Quality settings > click the Evaluation outcomes tab > scroll down   Ov...

How do I configure Customer Experience outcomes?

Getting started Head over to Quality Settings and select the CX Outcomes tab.    From here, you can see a list of yo...

How do I enable acknowledgement on quality evaluations?

Navigation prompt Go to SETTINGS > Click Quality settings > Click the Workflow tab   By following the navigatio...

How do I configure how the system treats line items/questions scored as "Not Applicable" or "Auto-fail"?

Navigation prompt Go to SETTINGS > click Quality settings > click the General tab By following the navigation pr...

How do I configure what results users / agents see?

Navigation prompt Go to SETTINGS > Click Quality settings > Click the General tab Some clients only wish to focu...

How can I hide the evaluator's name from agents?

Navigation prompt Go to SETTINGS > Click Quality settings > click the Workflow tab   The option highlighted will...