Distributing Quality Management Materials

Conducting evaluations on agents alone doesn’t impact the bottom line of quality management unless the evaluation is distributed to the proper individuals for training on proper procedures. Decide how an agent and/or their manager will be able to review their evaluations. CxQM does not automatically distribute evaluations or e-learning materials. Evaluations and E-Learning material are distributed by the Tenant Administrator or Supervisor at their discretion. There are several ways to distribute materials to the proper person:

My Engage - My Assignment Dashboard

This is a traceable way to ensure that the employee reads the evaluation or completes the training assignment. It requires the employee to have a user account on CxQM. The user receives Coaching Sessions and/or E-Learning assignments from other users. Whether the agent started or completed the assignment, as well as the time it took the agent to complete the assignment, are available on the Coaching & E-Learning > Activities tab. The user can playback any call portions or the entire call.

Limited Access Logon

If the agent has been given a user account on CxQM with an assigned Agent ID, the Quality > Evaluations > View permission can be selected to provide access to view evaluations associated with their Agent ID. This will allow the user to view only their own evaluations without an evaluator having to manually send it to the agent. The call or any call portions will also be available for playback. If self-evaluations or self-learning is desired, select Quality > Evaluations > Create or Quality > E-Learning Activities > Create permissions for the user.

E-mail

This is a one-time email sent to any person with or without an CxQM logon. This distribution method allows the recipient to view a PDF of the evaluation, with or without an associated recording playback. Only the questions, answers, score and comments can be viewed. Any E-Learning assignments attached to the evaluation will not be distributed. Any screen captured recordings will not be distributed.

Export

Download the evaluation as a PDF or a Microsoft© Excel file to any computer. This distribution method does not attach or allow playback of any recording. Only the questions, answers, score and comments can be viewed. The exported Excel evaluation can be modified as necessary. Any E-Learning assignments attached to the evaluation will not be distributed. Any screen captured recordings will not be distributed.

Print

Print the evaluation directly to the printer for distribution. Only the questions, answers, score and comments can be viewed. Any E-Learning assignments attached to the evaluation will not be printed. Any audio or screen captured recordings will not be printed.

Face-to-Face Meeting

Have the agent meet in the evaluator’s office to review the evaluation in-person.