View agent evaluation comments

Sometimes an agent leaves a comment when they do not agree with evaluation results or wants to discuss the results further. As an evaluator, you need to be able to easily see that an agent has left a comment and respond in a timely manner. 

To view an agent’s comments:

  1. Go to Performance and click Agents.
  2. Click the Evaluations tab.
  3. Select an agent. 
    If an agent left a comment on an evaluation, you will see a speech bubble in the Agent Comment column.
  4.  Hover over the speech bubble to see a preview of the comment or open the evaluation to see the entire comment.