Assign a new evaluation

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In some contact center organizations, quality evaluators are responsible for identifying interactions to evaluate.

1. Click Performance > Interactions.
2. Use the interaction filters to identify target interactions.
3. Click an interaction.
   For more information, see View an interaction’s details.
4. To assign a new evaluation, click the Quality Summary tab.
5. Click Add New Evaluation.
6. Add the following information:
   • Evaluation form—The questionnaire used to score the evaluation.
   • Use as Calibration—Indicates whether to use the evaluation for calibration. If you choose Yes, enter the following information:
     • Evaluators—Evaluators assigned to score the interaction.
     • Scoring Index Options—Indicates how to create a scoring index. You can choose:
       • None—Scores are not compared against an index.
       • Create Scoring Index—Allows you to evaluate the interaction and measure scores against your responses.
       • Expert Evaluator—Measures scores against an expert evaluator’s score.
   • Evaluator—The quality evaluator assigned to evaluate the interaction.
7. Click Save to assign the new evaluation.

 

 

 

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