As an evaluator, you can use My Zone to view your tasks, interaction dates, evaluation details, your coaching packages, and coaching sessions.
The Tasks page displays agent segments and tickets that need your evaluation. You can only view the interactions of the teams assigned to you in the Evaluation view. You can play back the interaction directly from the page and evaluate it using the attached form. By clicking on any ticket, you can see a side-by-side view of the ticket viewer and the evaluation form, allowing you to assess it directly from the page.
Once you've completed the evaluation, it will appear in the Completed tab on the Tasks page in My Zone. You can see up to 12 months evaluations in the Completed tab.
You can also replace or delete tasks and evaluations. See Evaluation Methods.
If an agent appeals an evaluation you performed, the interaction will appear again in your Tasks page. Reevaluate it, taking the agent's comments into consideration, and submit it again. See Reevaluating an Evaluation.
The completed and expired evaluations are not listed in your Tasks page. Such evaluations are available in the BI report.
In the Coaching page, you can view any coaching packages that were sent to you by your manager. Coaching packages are intended to help you improve a specific skill set. See Viewing Your Coaching Packages and Viewing Your Coaching Sessions for more information.
My Zone For QM Ticket Evaluators
For more information. See Calibrating an Evaluation of a Ticket.
For more information. See Evaluating a Ticket.