View a completed evaluation

To view a completed evaluation, follow these steps:

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

Evaluation versions

You can access the previously released versions of the evaluation through the Evaluation versions list:

• if an evaluator rescored the evaluation, with the Allow Revisions setting enabled in the evaluation form editor;
• or if the evaluation had a score change after a dispute.

Previous versions are always in Retracted state.

The evaluation card also shows how many times the evaluation has been disputed.

Inspect the source of the evaluation

When a supervisor inspects an evaluation, they can see the evaluation source for the evaluation on the evaluation card.

The following sources can create evaluations:

• Policies 
• Users

Sources list Created by policy or Created by user, respectively.

If the query cannot retrieve the name of the policy or user that created the evaluation, the evaluation card displays Unknown as the evaluation source.