In the Evaluator Assignments page, there are two tabs - Plans Monitoring and Manage Evaluations.
Plans Monitoring
In the Plans Monitoring tab, you can see if active plans are finding interactions and distributing them to evaluators. You can monitor the overall progress of the evaluators in completing their tasks within the allocated time period and drill down to view the details by clicking on a plan. The Plan Monitoring page automatically refreshes every hour, whether it was previously refreshed manually or through an automated process.
The quality plans that you can track for your teams should have at least one team accessible. These plans are limited to the views assigned to you in the Evaluation view. A view allows you to control access to interaction
State that allows an agent to complete work requirements after finishing an interaction and employee data.
In the Plan Monitoring page, the total number of evaluations expected for each evaluator defines the estimated or predicted total number of evaluations. This is estimated before the actual distribution of evaluation task assignments.
If the evaluation view is not changed throughout the plan, the total expected evaluation count per evaluator may change.
There can be a slight variation of 1 evaluation in the expected distribution if the total assignment is an odd number, or the total number of evaluators is an odd number. (You cannot divide an odd number evenly).
The drill-down view contains:
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Plan type—Whether the plan is recurring or one-time.
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Plan summary such as number of evaluators, number of active agents, planned interactions per agent, and the evaluators assigned to the plan.
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Evaluation progress.
Whenever the value for Distribution (%) and Completed/Expected is higher than expected, you can see an indicator.
The Plan Monitoring page displays the following data for each plan:
|
Column |
Details |
|---|---|
| Plan Occurrence | Weekly/monthly recurring or one time plan. |
|
Distribution (%) |
Distributed interactions versus the expected distributed interactions (for the entire plan period). Indicates how successful the plan is in finding distributions defined in the plan. Distributed interactions include interactions from active and inactive agents while they were active during the plan period. Whenever the distribution value for any plan is more than 100%, an indicator is displayed in the column header. |
|
Completion (%) |
Completed evaluations vs. distributed interactions. Indicates the progress of the completion of evaluations. Evaluations that are being handled from a gap in a previous time period will not be taken into account when calculating the completion of interaction evaluations. Only evaluations from the current time period are counted. |
| Average Evaluations per Day | Completed evaluations / number of the days that already passed in the current plan. |
| Remaining Days | Number of days remaining in the plan period. |
| Status | On track or Off track. Indicates whether the evaluators are on track to complete their interactions in the defined time period or not. |
Example of Quality Plan Monitoring data
A monthly quality plan is created for 10 agents with a sample of 8 interactions per agent, to be distributed between 2 evaluators.
It is the 24th day of the month, and until today, 72 interactions have been distributed. Of those, 48 evaluations have been completed.
Distribution (%) = 72 actual distributed interactions / 80 planned distributions = 90%
Consumption (%) = 48 completed evaluations / 72 distributed interactions = 67%
Average evaluations per day = 48 completed evaluations / 24 days = 2 evaluations per day
Status = At the current average rate of 2 evaluations per day, 12 additional evaluations will be completed in the remaining 6 days of the plan period, for a total of 60 evaluations. Since this is less than 80% of the 80 planned distributions, the status of the evaluations is considered Off Track.
RBAC use case: plan monitoring
The manager can create a plan and allocate it to the respective team. The plans that have been assigned to the team will show under Plans monitoring.
In this example:
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Manager One will be able to monitor the plan for Team One
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Manager Two will be able to monitor the plan for Team Two
Review:
• Assign Agents to the Team
• Assign Employees to the Team
• User-Based View
• Interaction-Segment Based View
• Evaluation Based View
• Quality Plan
Manage Evaluations
In the Manage Evaluations tab, Quality Managers can see the list of all the evaluations initiated through Quality Planner or manual assignment.
You can filter evaluations by assignee, status, type, plan name, date range, and form name. if evaluations are not a part of a plan, then you can filter it by assignee and evaluation type to narrow down the search.
Quality Managers can re-assign them to the other evaluators or themselves which are in the New state. Click Options 
from the last column and select Change Assignee to change the assignee of an evaluation.