Setup CxEvaluate
CxEvaluate functionality provides capabilities to create, conduct, manage and distribute supervisor or agent evaluation forms, e-learning materials, coaching sessions and reports. Additional capabilities include being able to use visual dashboards to collect and export quality management system status. Finally, agents can use a special My Engage dashboard to receive and respond to e-learning materials and coaching sessions.
CxEvaluate Modules
When enabled, CxEvaluate invokes additional feature tabs, in addition to the Recordings and Administration tabs. These additional tabs and sub-tabs are:
- Evaluation module: The Evaluation tab window provides central control for displaying, managing, viewing, organizing and searching for evaluations. The Evaluation tab has two secondary tabs:
- Evaluations tab: Displays the Evaluation Log, a table-driven list all current and pending evaluation activities.
- Forms tab : Used to create, view, modify, delete and distribute evaluation forms and their content.
- Coaching and E-Learningmodule: The Coaching and E-Learning module provides central control for creating, modifying or deleting new library content or starting new activities. The window has two secondary tabs:
- Library tab: The E-Learning Library is a table-driven list containing all uploaded e-learning content. New e-learning activities can be started from here.
- Activities tab: The Coaching and E-Learning Activities module is a table-driven log that displays all recent, past and current e-learning activity.
- Dashboard module: The Dashboard module displays CxQM dashboards. One can be used for CxEvaluate:
- My Engage tab: Used to give a user a visual space to receive and manage e-learning and coaching assignments.
It is important that planning for the QMS be completed before starting the input of quality management content. It is easier to input evaluation form data and add e-learning content when it is already developed and ready for use.
Typically, all evaluation forms, questions, question groups, scoring modes, skillsets, headers, header fields and form settings are created first. This is followed by creation of all e-learning materials. Once the tenant beings using CxQM, then reports can be scheduled and used to begin monitoring how well the QMS is working and changes can be made.
