Perform an evaluation/assessment

Once an 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. is recorded in the system, you can evaluate or assess the employee interaction with the customer. The evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. is done from the perspective of the employee and the assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). is done from the perspective of the customer.

In addition, employees can perform a self-evaluation based on an interaction that they performed (if privileges are defined).

When you access an evaluation form, each question in the form contains icons and highlighting that indicate the question's type (automated or manual) and the question's status (complete, incomplete, mandatory).

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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.
For self-evaluations, verify that in the User Management application you have the privilege to self-evaluate.
For evaluations on collections, verify that in the User Management application you have the privilege to evaluate collections.
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..
Verify that you are familiar with the form fill-out area detailed in Form fill-out area.

Procedure

From the interactions search results, double click the interaction to evaluate.

The interaction opens with an empty form. This form is either the default form or the first form in the Form list. Default forms are configured in your Preferences.

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.

If the interaction opens with a submitted form (accessed from an evaluations search), to start a new form, click .
In the form fill-out area, select the relevant form.
Fill out the form.

While filling out a form, to play back the audio, screen, video, or share recording of the interaction, use the playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. controls in the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction..
To complete the form, click Submit.

To save the form as a draft form to complete at a later stage, click .

After submitting, note the following results:
- The evaluation/assessment is attached to the interaction and the scores on the form are calculated.
- The evaluation/assessment is pushed to its relevant folders and predefined views (Inbox, All Evaluations/Assessments, Self-Evaluations). This process can take a few minutes.
- The evaluation/assessment can now be searched for and opened together with its recorded audio and screen.
- The evaluation/assessment appears in the 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 the Draft Evaluations/Assessments predefined view. You cannot search for the draft evaluation/assessment.