Perform an evaluation/assessment

Once an interaction is recorded in the system, you can evaluate or assess the employee interaction with the customer. The evaluation is done from the perspective of the employee and the assessment is done from the perspective of the customer.

In addition, employees can perform a self-evaluation based on an interaction that they performed (if privileges are defined).

When you access an evaluation form, each question in the form contains icons and highlighting that indicate the question's type (automated or manual) and the question's status (complete, incomplete, mandatory).

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.

Show Me

Before you begin

Verify that forms are assigned to your group and role in the Assignment Manager.
Verify that you have the privilege to assess/evaluate interactions.
For self-evaluations, verify that you have the privilege to self-evaluate.
For evaluations on collections, verify that you have the privilege to evaluate collections.
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 form fill-out area detailed in Form fill-out area.

Procedure

From the interactions search results, double click the interaction to evaluate.

The interaction opens with an empty form. This form is either the default form or the first form in the Form list. Default forms are configured in your Preferences.

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.

If the interaction opens with a submitted form (accessed from an evaluations search), to start a new form, click .
In the form fill-out area, select the relevant form.
Fill out the form.

While filling out a form, to play back the audio, screen, video, or share recording of the interaction, use the playback controls in the Player.
To save the form as a draft form to complete at a later stage, click .

After saving, the draft evaluation/assessment is pushed to the Draft Evaluations/Assessments predefined view. You cannot search for the draft evaluation/assessment.
To complete the form, click Submit or Submit and Send for Review.

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.