Evaluate in-progress interactions
Prerequisites
- Conversation > Call > Monitor permission
- Conversation > Call > Add permission
- Permissions for the Interactions view, Queues Activity views, or Agents Performance views
In some contact center organizations, quality evaluators are responsible for identifying interactions to evaluate.
Notes:
- When using a supported SIP phone the system automatically answers your phone, enabling the monitor session. When using a remote number or any phone provisioned externally to Genesys Cloud, the phone rings and requires you to pick up to start the monitor session.
- Monitoring allows you to listen to an interaction that is in progress without disturbing the agent and customer conversation. To listen to in-progress interactions, monitor them.
- Dates and times in quality management views do not currently appear in the standard format for the Arabic dialect. On a future date, Genesys Cloud will amend this limitation.
- Select a phone. For more information, see Select a phone.
- From any of the following views, click an in-progress interaction.
- From the interaction’s detail page, you can monitor the agent or the customer.
Note: Genesys Cloud connects your phone to the interaction. Answer your phone and listen to the interaction.
- To monitor an agent, click Internal Monitor.
- To monitor a customer, click External Monitor.
- To assign a new evaluation, click the Quality Summary tab.
- Click Create Evaluation.
- Add the following information:
- Evaluation form— The questionnaire used to score the evaluation.
- Agent to be evaluated – select the agent that should be evaluated. This option is enabled if two or more agents participated in the interaction.
- Evaluator—The quality evaluator assigned to evaluate the interaction. To evaluate the call while it is taking place, ensure that you select your user account as the evaluator.
- Click Create to assign the new evaluation.
- Answer the evaluation form and click Submit to complete the evaluation.
