Evaluations

Evaluations are used to track and monitor agent performance across site, team, and agent levels, allowing supervisors to understand an agent’s full performance rather than that found in just a few randomly sampled interactions.

Workflows distribute interactions to evaluators according to defined data points. Evaluators then select interactions or agents to evaluate, with or without media files. Depending on system settings, agents may be able to view the evaluation and the interaction files associated with it, request coaching, and/or complete a self-evaluation.

Evaluations can be initiated:

Scheduled - Workflows automatically distribute interactions to evaluators.

On demand - Evaluate agents on the fly for a specific reason, such as the agent does not feel that a recent evaluation is a good indication of current performance. The supervisor can select and send some of the agent's other recent interactions for evaluation.