View a completed evaluation

Prerequisites
  • Quality Administrator or Quality Evaluator role

Follow these steps to view a completed evaluation:

Note: Agents view released evaluations on the My Evaluations view.

  1. Click Performance > Overview.
  2. Click the Quality Evaluator tab.
  3. Under Completed Interactions, click an interaction date.
  4. The evaluation displays. The view includes the weight for each question, overall score, critical score, and indicates whether the agent has reviewed the evaluation.
  5. To re-score the evaluation, click Re-score.