Evaluating an Interaction

When you are assigned an interaction for evaluation by a quality planClosed A tool for quality assurance. It samples random interactions based on filters you define, and sends those interactions to evaluators for review., you can play the interaction and open the associated evaluation formClosed A collection of questions used to evaluate agent interactions directly from your Tasks page.

There are two types of evaluations that can be distributed via the Quality Planner:

  • Standard Evaluation—You receive an agent's interaction to playback, and answer the questions on the assigned form.
  • Collaborative Evaluation—You receive an agent's interaction to playback, and answer the questions on the assigned form. At the same time, the agent receives their interaction and performs a self-assessment, using the same form.

For standard evaluations, you can delete or replace the tasks if necessary. You cannot delete or replace collaborative evaluations.

If you replace a task, a new one will be assigned to you that matches the same filter criteria. If you delete a task, you can add a reason for the deletion. This information will be included in the Evaluation report. Keep in mind, the quality plan will not send you a new interaction for evaluation if you delete an evaluation task.

Davis Jones receives number of interactions to review and evaluate in the Classics, Inc., contact center. When reviewing an interaction, he notices it is too short before he even scores it. Believing it won’t provide enough information for a fair evaluation, he decides to replace it.

He initiates the replacement process, fills in the reason and click Replace. The system looks for a new interaction to evaluate that matches the quality plan parameters. Davis then continues his evaluation with the new interaction.

A flag in a form means that it contains at least one critical question. A wrong answer on a critical question will fail the form, and automatically set the score to zero.

To evaluate an interaction:

  1. Click the app selector and select My Zone.

  2. Click Tasks.

  3. Click on the interaction you want to evaluate.

    The player and the form open in new windows.

    If one of the windows does not open, make sure you have enabled pop-ups on your browser.

    If the evaluation view access is removed after the task was assigned to the evaluator, the evaluator will not be able to perform the evaluation.

    Example 1:

    If an evaluator has access to Team A as per the Evaluation view, the evaluation can be played back and the evaluation of the interaction assigned to Team A can be performed.

    Example 2:

    If an evaluator does not have access to Team A as per the evaluation view, then the evaluator will not be able to perform the evaluation. An error message will show when trying to open the task.

  4. Play back the interaction and answer the questions on the form.

    You can view the points earned and the maximum possible points for each individual question as you assess and score them. You can see the total score at the top of the form, and the section score at the top of each section.

    A flag before a question means it is a critical question.

  5. You can add a comment on any of the questions. These comments will be visible to anyone viewing the evaluation.

    Click the comment icon, enter your comment, and click Submit.

  6. If the evaluation is a standard evaluation, you can change the evaluation form if necessary. Click Change Form and select a new one from the list.

  7. Once you have completed the evaluation, save it by doing one of the following:

    • Click Save as Draft to save the evaluation for later.

    • Click Send to Agent to complete the evaluation.

    • Click Close to cancel the evaluation.

    Depending on the evaluation workflow defined in the form, the evaluation may or may not go to the agent.