Perform a real-time evaluation

You can evaluate the performance of an employee in real time while the employee is on a call. The real-time evaluation provides immediate feedback to an employee on their performance.

If you access the Real-Time Interaction Review workspace when no interaction is in progress, the option to evaluate is unavailable. You can only perform a real-time evaluation during an ongoing interaction.

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.

Before you begin

Verify that the employee to monitor is signed in to the system and is participating in an ongoing interaction.
Verify that in the User Management application you have the privilege to evaluate.
Verify that forms are assigned to your group and role in the Assignment Manager.
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

From the Real-Time Interaction Review workspace, during an ongoing interaction or after an interaction has already ended but before a new one begins, click .

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.
In the fill-out area, select the relevant form and fill out the form.

If a new interaction begins while evaluating the previous one, the system plays back and displays data for the new active interaction. You can mute the new interaction (or adjust the volume) while continuing the evaluation of the previous one.
Wait for the interaction you are evaluating to end, including the wrap-up time. Then click Submit or Submit and Send for Review, which are only enabled after the interaction ends.
You can do the following:
- To evaluate the same interaction you just evaluated, before a new interaction begins, click .
  
  You can evaluate the same interaction, even if the interaction ended.
- To evaluate a new interaction, wait for the new interaction to begin and then click .

The following occurs after the form is submitted:

The evaluation/assessment is attached to the interaction and the scores on the form are calculated.
The evaluation/assessment is pushed to the relevant folders and predefined views. This process can take a few minutes.
The evaluation/assessment can now be searched for and opened together with its recorded audio and screen.
The evaluation/assessment appears in the 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.