Conduct a Recording Evaluation

1. From the Recordings > Playback table, choose the interaction recording being evaluated by clicking on the record to highlight it.
2. Click Evaluate. The recording’s data will automatically populate and be attached to the evaluation.

   If the error message “Interaction requires an agent evaluation license.” pops up, note that the agent’s ID is not enabled with an Evaluation License and cannot be evaluated. Click OK and discuss with your Local Administrator.

3. The screen will switch to the Evaluation > New Evaluation window. The Agent ID and User Name information will be populated in the Evaluation Info header section.
4. The Modify Play Options window pops up IF there is a screen-capture recording to be attached to the evaluation. The user is offered the choice of playing the audio only or audio and video recordings. If this is an audio-only recording, the media player will post the recording but not begin playing it without this selection window being shown. If this is an evaluation for a recording with a screen recording, select one of the following:
   • Play Audio Only: Select this to play only the recorded audio using the media player.
     • The CxQM Media player will pop-up at the bottom of the evaluation window and begin playing the recording audio immediately.
     • The player and playback may be paused, restarted, muted, unmuted, minimized or maximized as needed, should there be a need to acclimate to the questions before listening to the interaction.
     • Evaluators can enter Coaching Comments using the media player.
   • Play Audio & Video: Select this to hear the audio and see the screen recordings using the media player.
     • The audio and screen captured recordings will pop-up in media player on top of the evaluation window and begin playing immediately.
     • The player and playback may be paused, restarted, muted or unmuted as needed, should there be a need to acclimate to the questions before listening to the interaction.
     • The media player can be resized to allow the user to see the form and the screen-captured playback, if needed.
     • Evaluators cannot use the media player to enter any Coaching Comments, only the media player may be used to add comments.

1. A blank baseline evaluation form appears with the media player and recording ready for playback at the bottom of the window.
2. The New Evaluation window appears and is divided into the left- and right-hand panes.
   • Clicking the Swap Panes button (two opposing arrows icon) located on the New Evaluation on the far upper right-hand side will cause CxEvaluate to swap the left and right panes on the screen to suit the user's needs during the agent evaluation process.
3. Select the evaluation form template to be used by following these steps:
   1. Click on the arrow in the Form Name drop-down box in the Evaluation Info header section.
   2. Choose a form from the drop-down menu. Only forms that are active will be shown in the list.
4. The baseline evaluation form will update to reflect the selected form and its question groups, questions and, if available, any conditional question groups. Skill Scores and Navigation will be shown on the right-hand side of the new form.
5. Optionally, additional information for the form can be input in the Evaluation Info header. If the form was setup to have any custom Header Categories or Header Fields, then that information is shown and can be selected.
   • Header Categories: Each header category provides a place for an evaluator to choose evaluation types from a drop-down menu of choices. For example, Reason for Evaluation selections could be Complaint; Random or Call Duration. Customer Type could be Residential, Business, Non-Profit, Government or School.
   • Header Fields: Each Header Field provides a place for an evaluator to enter a value. For example, a Case Number or Ticket Number.
6. If the form has any conditional question groups available, the evaluator selects any conditional question groups for inclusion in the form. For example, this evaluation may be for a sales agent, so a Sales related conditional question group may be selected. Refer to this topic for more details: Using Conditional Evaluation Forms
7. The Summary section is typically filled in after all the other questions have been answered. It is used to provide comments, attach call snippets or file attachments regarding the overall evaluation.
   • Comments text box: Contains general comments or statements concerning the entire evaluation. Type in or copy/paste up to 20,000 alpha-numeric characters in this field.
   • Add Call Snippet (): If a snippet of the call concerns the overall evaluation and is to be attached, the evaluator clicks on the Add Call Snippet icon on the right-hand side of the Summary section. There are several features available when adding a call portion, please refer to the Evaluation Attachments section for detailed instructions on how to Add Call Snippets. Please note that:
     • When the Summary has a call portion assigned, an agent can play the snippet on their computer.
     • An emailed, printed or exported evaluation will not play any call snippets attached to the evaluation; however a Start Point and End Point under the Summary text box can be used to navigate to the correct spot in the interaction recording timeline for playback.
   • Attachment (): If overall learning materials need to be attached to the Summary for the evaluation, the evaluator clicks on the Attachment icon on the right-hand side of the Summary section. There are several features available when adding a call portion, please refer to the Evaluation Attachments section for detailed instructions on how to Add File Attachments. Please Note that:
     • File attachments attached to the Summary can only be viewed when the Full Evaluation is sent to the user.
     • An emailed, printed or exported evaluation will not include the attachment in the .pdf; however the name of the attached file will display under the question or comment.

Either as the evaluator is listening to the call or after the whole call has been played, the evaluator starts answering the questions. As each question is answered, CxQM Quality Management automatically calculates and shows the score on the right side of the form. Choices the evaluator has at their discretion are:

1. When the question is confusing, review the question's Help comments to gain tips on how to evaluate the question. Not all questions may have Evaluator Help.
2. If the question has an Auto-Fail () icon, the question is Auto-Fail enabled.
   1. A properly scored Auto-Fail question will pass uneventfully and will add its points to the score totals.
   2. When the agent handled the situation improperly, the question will be scored by the evaluator as a fail. At that time an Auto-Fail enabled question may display an alert in red Auto-Fail Triggered, the Total Score for the entire evaluation will be “0%”.
   3. Depending on how the Evaluation Form was setup, more than one Auto-Fail enabled question must be failed before the Auto-Fail is triggered. To Auto-Fail the evaluation, the number of questions needs to meet or exceed the evaluation form’s auto-fail threshold located in the Evaluation Form’s settings.
   4. Should there be a need to clear the Auto-Fail, change the answer to any Auto-Fail questions so that the Auto-Fail threshold is no longer met. The alert message will disappear and the evaluation score is tallied as normal.
   5. Any Auto-Failed Evaluations will be included in the evaluation reports with a score of 0%.

If the evaluator would like to make a comment or remark associated with the question, select the Comment () icon on the right-hand side to bring in the Comment text box under the question. Type in or copy/paste a remark in the Comment text box. When a question has a comment entered, an agent can view that comment. Other traits for Comments are:

• The coach can choose whether to send the Full Evaluation or just Select Comments (without the question) out of the evaluation.
• If no comments for a question have been made, then the Full Evaluation should be sent.
• An emailed, printed or exported evaluation will display the comment under the question.
• Question Comments are limited to 1024 alpha-numeric characters.

1. Some questions may be scored differently than others. Some question groups or skillset scores can be weighted, reverse scored, or scored by default.
   1. Weighted Scores: Each question group or skillset categories can have a weighting scale averaged into the score total. For example, a Conflict Resolution skillset score may consist of 50% of the total score where as a Documentation skillset score may only consist of 5% or the total score.
   2. Negative or Reverse Scoring: Any of the answer types can be assigned a reverse score. For example, where Yes = 0% and No=100% of the points.
   3. Default Scoring: If all the questions have an associated default answer pre-selected, then when the evaluation is saved the scores are tallied for all the pre-set answers.

If ALL questions in the evaluation have pre-set default scores without any changes made, then the evaluation status will be marked as COMPLETED when the evaluation is saved.

2. To skip to a specific question group, click on the desired section in the Navigation window on the right. Continue answering the questions and paginating through the form using this Navigation window.

1. Now is the time to add any Summary Comments, Call Snippets or Attachments that are relevant to the overall evaluation and form. These are comments, snippets and attachments that affect the entire evaluation.
   1. If distributed via a Coaching Session, then the Summary Comments, Call Snippets and Attachments will only be available to the agent if the Full Evaluation is sent to the agent.
   2. If distributed via an email, printed version or exported evaluation, Only Comments can be viewed. Call snippets or file attachments are not be included in the email. However, a call snippet's Start Point and End Point or a file attachment's file name will be available to use.
2. Click Save Evaluation. The evaluation will be saved in the Evaluations list.

When completed, distribute the evaluation to the agent(s) or agent’s manager by clicking on one of the following icons in the ribbon bar:

• Email Evaluation: In the Send Email pop up box, add an email address in the To: field as well as a subject and a message. It is recommended to include a reply address in the message because the From: address is determined by the Tenant Administrator in the setup of the CxRecord. Click Send.
• Export Evaluation: In the Select Export Option pop-up box, choose whether to export either an Adobe© PDF or and Microsoft© Excel file type. A Windows dialog box will appear, Save the file in the desired folder.
• Print Evaluation: A new Tab will pop up titled Print Evaluation of <Agent Name>. Click the Print Results icon in the ribbon bar and the Close icon in the ribbon bar when done.
• Coaching Session: If the agent or agent’s manager have an CxQM User ID, evaluators can electronically send an evaluation or call recording, schedule a date for a person-to-person review, confirm receipt and track progress of the evaluation all in one step. Refer to the Conduct Coaching and E-Learning Activities for detailed instructions.

1. Click Close Evaluation to close out and exit the evaluation. The new evaluation will be listed in the Evaluations list.
   1. If the evaluation is not completed, the status will be Started.
   2. If the evaluation is complete, the status will be Completed.
2. The form template, when originally configured, is set to lock after a specific number of days has expired, but the number of days set will not be available to those who cannot view the settings of the form template. The form's the status will change to Locked. It can no longer be modified.