The calibration flow begins in My Zone and takes you through the Interactions application.
You can calibrate an evaluation to make sure that it was performed properly.
You distribute an interaction that has already been evaluated with the same form
A collection of questions used to evaluate agent interactions. to all the evaluators participating in the evaluation flow.
- Click the app selector
and select My Zone. -
Click Calibrations and then click New Calibration. The Interactions application opens.
-
Search for the interaction that's already evaluated.
-
From the list of interactions, click Options
for an interaction, and click Calibrate. -
In the Create New Calibration window, choose Calibrate Evaluation. If the interaction has only one evaluation, then the evaluation is automatically selected. If the interaction has several evaluations, select one for the calibration flow.
-
Choose a group and 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 the calibration and click Calibrate.
The calibration results are available in Calibrations and My Dashboard.
You can see Calibrate in the Actions menu only if the interaction belongs to a team that is assigned to you in views.
Calibrating an Evaluation of a Ticket
You can calibrate on the ticket level (meaning not an evaluation of the ticket) to ensure the quality team is evaluating accurately.
To calibrate a ticket:
- Click the app selector and select Interactions Hub.
-
Click Tickets Search
on the left. -
Click Options
and select Calibrate. -
From To calibrate an evaluation, follow Step 5 and Step 6. The name of the agent to calibrate is displayed in the Name of Calibration field.
-
The calibration results are available in Calibrations and My Tasks. To view Calibration score Viewing Results Of A Calibration Flow.