Evaluation and assessments overview

You can evaluate the performance of an employee by using evaluations. You can assess the experience of a customer with your contact The entire communication experience for a customer, from beginning to end. center by using assessments.

Note the following:

Evaluations: Reviews the performance of an employee for a specific 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., including their proficiency in handling interactions and delivering services to a customer. Evaluations performed by you can be forwarded to the employee for follow-up action together with your feedback (by flagging the evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer.).

In addition, employees can evaluate their own performance in handling an interaction they performed (self-evaluation).
Assessments: Reviews the experience of a customer with your contact center for a specific contact (aggregation of one or more interactions). That is, if the customer interacts with more than one employee in the same phone call (multiple interactions), the assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). applies to the entire call. Assessments are used in the process of calibration. During this process, the system compares how the different assessors in the organization assess the same contacts. The system also compares how differently assessors handled sections/categories/questions in an assessment.

Multiple users can submit evaluations for the same interaction or contact using the same form or a different form. Each user can submit multiple evaluations for the same interaction or contact, provided a different form is used for each evaluation. A user cannot submit the same form more than once for the same interaction or contact.

The system also displays forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. that are in Staged mode. Staged forms are available for testing purposes only and cannot be saved or submitted. These forms appear with the text Staged form and can only be accessed if you have the relevant 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 view and test staged forms.

If Cradle-to-Grave is enabled, the gathering of all related interactions into a single contact is done only after they are transferred to the Contact database. As result, a contact can be assessed only after all its related interactions have been transferred to the Contact database.

Once a form is submitted, it is pushed to its relevant folders together with its associated audio, video, screen, and share recordings. A submitted evaluation can be located by performing a search or by accessing its relevant folder.

Forms assignments

You can access and view only the evaluations or assessments whose forms 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.. If no forms are assigned to you, the fill-out area is unavailable.

Customer Feedback Product in the system that provides a highly reliable, scalable and flexible voice and Web/email system for conducting intelligent and dynamic postcall and post contact surveys. evaluations

Customer Feedback evaluations are performed on contacts. They are the results of the customer feedback captured as part of the interaction with the customer in the Customer Feedback application. These evaluations are imported into the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. application and can be viewed alongside evaluations that you and other evaluators created. These evaluations contain the prefix Survey Number_CF and the evaluator is a dedicated Customer Feedback user.

Collections evaluations

Collections evaluations are performed in the DPA application on a particular employee's contribution Item of work done by an employee that is connected to a single customer, or account captured by DPA. Contributions are used for analyzing and evaluating individual items of work for back-office efficiency and quality.(s) to a collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality.. A collection is connected to a specific case or customer and contains contributions by one or more employees. Collections evaluations can be searched for in the Interactions application. When clicking the collections evaluation in the results set, the evaluation opens in the DPA application.

Automated QM evaluations

If your system is licensed for Quality Bot (formerly Automated Quality Management), evaluations can be fully or partially automated.

In fully automated evaluations, the system automatically evaluates interactions that match specific criteria. In partially automated evaluations, when you select an evaluation form in the Interaction Review workspace Area within an application window where the user interacts with the program. that contains automated questions, the system automatically answers the automated questions in the form while the form loads.

You can verify the answers set by the system by reviewing the highlighted terms or phrases associated with the question in the Transcription or Text tab. If you have the relevant privilege, you can overwrite the answer assigned by the system and set your own answer.