Perform an external evaluation/assessment

You can perform an external evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer./assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). on a virtual interaction Interaction between an employee and a customer that is not recorded by the Interactions application.. Virtual interactions are any customer interactions not recorded by the system.

Examples include email or fax correspondences or calls recorded by another system.

While evaluating a virtual interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., you can add annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. to the interaction. In addition, employees can perform a self-evaluation based on a virtual interaction that they performed (if privileges are defined).

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Before you begin

Verify that in the User Management Module that an administrator uses to create a profile for each employee in their organization. application you have the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to assess/evaluate
Verify that in the User Management application you have the privilege to view employees
Verify that forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. are assigned to your group and role in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications.
For self-evaluations, verify that in the User Management application you have the privilege to self-evaluate
Verify that you are familiar with the fill-out area detailed in Form fill-out area.

Procedure

Go to the portal Home page or main UI access point for all WFO applications.. Under Interactions, select Evaluate.
For the virtual interaction you want to evaluate, set the following mandatory fields:
- Employee: Select the employee associated with the interaction as follows:
  - To display employees in alphabetical order, click and select the employee
  - To display employees according to their organization, click and select the employee
  - To display employees according to their group, click to select the employee
- Start time: Enter the start time of the interaction. The default is the current date and time.
- End time: Enter the end time of the interaction. The default is the current date and time.
To enter more details, click More Options and enter the relevant fields. Descriptions of the fields are detailed in Interaction Fields. If the Custom Data field is defined in your system, it is also displayed.

If any CCD value is set for the employee (either specifically to the employee or to the group or organization to which this employee belongs), you must select a CCD value under More Options.
Click Go.

The form displayed is either the default form (if configured in your Preferences) or the first form in the Form list.

If your Preferences are set to open evaluation forms in Collapsed Form Mode, all the sections in the form are collapsed, except for the first section and the first category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. which are expanded.

To view the Employee Quickview Feature in Interactions that allows you to view information about the employee who participated in an interaction., click .

To view interaction information, click .
In the fill-out area, select the relevant form and fill out the form.
To complete the form, click Submit.

To save the form as a draft form to complete at a later stage, click .
To start a new external evaluation for a different interaction, click Start a New Evaluation and repeat steps 2–5.

After submitting, note the following results:

The submitted evaluation/assessment is attached to the virtual interactions and the scores on the form are calculated.
The evaluation/assessment is pushed to its relevant predefined views (All Evaluations/Assessments, Self-Evaluations, it is not pushed to your Inbox). This process can take a few minutes.
The evaluation/assessment can now be searched for and opened, but you are unable to hear the virtual interaction that you evaluated nor view its screen.
If a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. is defined in your organization's filters, external evaluations/assessments cannot be searched for because the virtual interaction is not associated with any data source. To be able to search for external evaluations/assessments, no data source should be defined in your organization's filters.
The evaluation/assessment appears in related reports. By default, it takes up to 2.5 hours for the data to be visible in the reports.

After saving, the draft evaluation/assessment is pushed to Draft Evaluations/Assessments predefined view. You cannot search for the draft evaluation/assessment.