The calibration flow begins in My Zone and takes you through the Interactions application.
You can calibrate a new form
A collection of questions used to evaluate agent interactions to make sure there are no large discrepancies in the evaluators responses. You distribute an interaction with a form that has never been evaluated to all the evaluators participating in the evaluation flow.
To calibrate a new form:
- Click the app selector
and select My Zone. -
Click Calibrations and then New Calibration. The Interactions application opens.
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Search for an interaction that has never been evaluated.
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From the list of interactions, click Options
for next to an interaction and then click Calibrate. -
In the Create New Calibration window, choose a form, groups, and the list of evaluators (up to 200). With the selection of groups, all the evaluators from the chosen group are selected. These selected evaluators are listed in the Select Evaluators field. You can also select more evaluators from the Select Evaluators field.
-
Select the due date for calibration and click Calibrate.
The form appears in the Tasks page for the selected evaluators, in their My Zone application. The calibration results can be viewed in Calibrations and My Dashboard.