Evaluation and assessments overview
Using evaluations and assessments, you can evaluate the performance of an employee or assess the experience of a customer with your contact center.
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Evaluations: Reviews the performance of an employee for a specific interaction, including their proficiency in handling interactions and delivering services to a customer. Evaluations performed by you can be forwarded to the employee for follow-up action together with your feedback (by flagging the evaluation).
In addition, employees can evaluate their own performance in handling an interaction they performed (self-evaluation).
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Assessments: Reviews the experience of a customer with your contact center for a specific contact (aggregation of one or more interactions). That is, if the customer interacts with more than one employee in the same phone call (multiple interactions), the assessment applies to the entire call. Assessments are used in the process of calibration. During this process, the system compares how the different assessors in the organization assess the same contacts. The system also compares how differently assessors handled sections/categories/questions in an assessment.
Multiple users can submit evaluations for the same interaction or contact using the same form or a different form. Each user can also submit multiple evaluations for the same interaction or contact, provided a different form is used for each evaluation. You cannot submit the same form more than once for the same interaction or contact.
The system also displays forms that are in Staged mode. Staged forms are available for testing purposes only and cannot be saved or submitted. These forms appear with the text Staged form and can only be accessed if you have the relevant privilege to view and test staged forms.
If Cradle-to-Grave is enabled, the gathering of all related interactions into a single contact is done only after they are transferred to the Contact database. As result, a contact can be assessed only after all its related interactions have been transferred to the Contact database.
Once a form is submitted, it is pushed to its relevant folders together with its associated audio, video, screen, and share recordings. A submitted evaluation can be located by performing a search or by accessing its relevant folder.
Forms assignments
You can access only evaluation or assessments forms that are assigned to your group and role in the Assignment Manager. Likewise, you can access and view only evaluations or assessments performed with forms that are assigned to your group and role in the Assignment Manager. If no forms are assigned to you, the form fill-out area is unavailable.
Customer Feedback evaluations
Customer Feedback evaluations are performed on contacts. They are the results of the customer feedback captured as part of the interaction with the customer in the Customer Feedback application. These evaluations are imported into the Interactions application and can be viewed alongside evaluations that you and other evaluators created. These evaluations contain the prefix Survey Number_CF and the evaluator is a dedicated Customer Feedback user.
Collections evaluations
Collections evaluations are performed in the DPA application on a particular employee's contribution(s) to a collection. A collection is connected to a specific case or customer and contains contributions by one or more employees. Collections evaluations can be searched for in the Interactions application. When clicking the collections evaluation in the results set, the evaluation opens in the DPA application.
Quality Bot evaluations
If your system is licensed for Quality Bot (formerly Automated Quality Management), evaluations can be fully or partially automated.
In fully automated evaluations, the system automatically evaluates interactions that match specific criteria. In partially automated evaluations, when you select an evaluation form in the Interaction Review workspace that contains automated questions, the system automatically answers the automated questions in the form while the form loads.
You can verify the answers set by the system by reviewing the highlighted terms or phrases associated with the question in the Transcription or Text tab. If you have the relevant privilege, you can overwrite the answer assigned by the system and set your own answer.
Send evaluations for review
If you have the privilege to send evaluations for review, after completing an evaluation in the form fill-out area, you can submit the evaluation and send it for review to a designated reviewer (typically the evaluated employee or an employee responsible for reviewing evaluations). The reviewer can either accept the evaluation as submitted, or initiate a dispute to modify one or more assigned answers. For information on managing evaluation disputes, refer to Dispute process overview.
DPA User Guide
Perform an evaluation/assessment
Perform a real-time evaluation