Perform an external evaluation/assessment

You can perform an external evaluation/assessment on a virtual interaction. Virtual interactions are any customer interactions not recorded by the system.

Examples include email or fax correspondences or calls recorded by another system.

While evaluating a virtual interaction, you can add annotations to the interaction. In addition, employees can perform a self-evaluation based on a virtual interaction that they performed (if privileges are defined).

If you have the privilege to send evaluations for review, you can submit the form and send it for review so that the evaluated employee can review the evaluation and initiate a dispute if they feel the evaluation results are biased or inaccurate.

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Before you begin

Verify that in the User Management application you have the privilege to assess/evaluate
Verify that in the User Management application you have the privilege to view employees
Verify that forms are assigned to your group and role in the Assignment Manager
For self-evaluations, verify that in the User Management application you have the privilege to self-evaluate.
To send evaluations for review, verify that you have the privilege to send evaluations for review. To set Submit and Send for Review as your default option when submitting an evaluation, select the setting in your Preferences. You will still have the option to submit evaluations without sending for review by selecting Submit instead of Submit and Send for Review from the button's drop down.
Verify that you are familiar with the fill-out area detailed in Form fill-out area.

Procedure

Go to the portal. Under Interactions, select Evaluate.
For the virtual interaction you want to evaluate, set the following mandatory fields:
- Employee: Select the employee associated with the interaction as follows:
  - To display employees in alphabetical order, click and select the employee
  - To display employees according to their organization, click and select the employee
  - To display employees according to their group, click to select the employee
- Start time: Enter the start time of the interaction. The default is the current date and time.
- End time: Enter the end time of the interaction. The default is the current date and time.
To enter more details, click More Options and enter the relevant fields. Descriptions of the fields are detailed in Interaction Fields. If Custom Data and Conditional Custom Data fields are defined in your system, these fields are also displayed.

If any CCD value is set for the employee (either specifically to the employee or to the group or organization to which this employee belongs), you must select a CCD value under More Options.
Click Go.

The form displayed is either the default form (if configured in your Preferences) or the first form in the Form list.

If your Preferences are set to open evaluation forms in Collapsed Form Mode, all the sections in the form are collapsed, except for the first section and the first category which are expanded.

To view the Employee Quickview, click .

To view interaction information, click .
In the fill-out area, select the relevant form and fill out the form.
To complete the form, click Submit or Submit and Send for Review.
To save the form as a draft form to complete at a later stage, click . After saving, the draft evaluation/assessment is pushed to Draft Evaluations/Assessments predefined view. You cannot search for the draft evaluation/assessment.

To start a new external evaluation for a different interaction, click Start a New Evaluation and repeat steps 2–5.

After submitting, note the following results:

The submitted evaluation/assessment is attached to the virtual interactions and the scores on the form are calculated.
The evaluation/assessment is pushed to its relevant predefined views (All Evaluations/Assessments, Self-Evaluations, it is not pushed to your Inbox). This process can take a few minutes.
The evaluation/assessment can now be searched for and opened, but you are unable to hear the virtual interaction that you evaluated nor view its screen.
If a data source is defined in your organization's filters, external evaluations/assessments cannot be searched for because the virtual interaction is not associated with any data source. To be able to search for external evaluations/assessments, no data source should be defined in your organization's filters.
The evaluation/assessment appears in related reports. By default, it takes up to 2.5 hours for the data to be visible in the reports.
If you selected Submit and Send for Review, the evaluation status changes to Waiting for Review and the evaluation is pushed to the Waiting for Review folder.