Guidelines for Evaluating an Agent

Evaluators use an evaluation form to assess agent performance. See Evaluating an Agent to learn more.

An administrator or quality manager sets up Evaluation Form Templates, which evaluators use to record evaluations. The templates contain the questions and available points for each question. Each evaluation form has a unique ID (located in the upper-right corner of the page). This identifier is associated with each published or saved evaluation form. You can view hierarchy for the selected evaluation using the Metadata section on the Evaluation Form page.

To return to an unfinished evaluation form later, you can launch it via the ID link. You also have the option to delete evaluations that have not been published, and are not a calibration evaluation.

A deleted evaluation form no longer appears in the user interface or in any reports, but remains in the database until it is aged out of the system as usual.

Editing a Published Evaluation

You can edit a published evaluation if your system is set up to allow this functionality and if you are:

The original evaluator.

Identified in the Grant access to field and you also have access to the template used for the evaluation.

Assigned the Overrides Access Rights privilege.

Assigned the Edit Published Evaluations by Others privilege and you have access to the evaluation.

If you meet at least one of these criteria for a specific evaluation instance, the Edit button is present in the Evaluation Form page.

Ignoring Evaluations

You can drop an evaluation for an agent. This action is usually taken based on company policy or when an evaluator or other advocate considers an evaluation to be less than indicative of the agent's overall performance or to be not relevant to the workflow (the interaction was actually related to billing but was assigned to a service inquiry workflow). There is no limit to the number of ignores allowed, but the number is reported in the Agent Performance report.

The ability to use this feature is set by your system administrator and is enabled by default. If you want to change the current setting, see your system administrator.

The Ignore this Evaluation checkbox appears in the evaluation form only after the form has been published. After an evaluation has been ignored, it cannot be subsequently audited or rescored. You can restore the evaluation by clearing the checkbox.

You can select to ignore a published evaluation if you are one of the following:

The original evaluator.

Identified in the Grant access to field and you also have access to the template used for the evaluation.

Assigned the Access all Evaluations privilege and you also have access to the template used for the evaluation.

Assigned the Overrides Access Rights privilege.