Email Evaluation Button
You must have the default Administrator or Supervisor role or a custom role that includes the VIEW_PLAYBACK_CALLS, DOWNLOAD_PLAYBACK_CALLS and Quality > Evaluations permissions to email an evaluation.
Once an evaluation has been completed, no one but those who have Evaluations permissions for that agent can view it. Typically, not even the agent themselves unless they have a conditional logon for CxQM.
In order to achieve improvement, it is recommended to share with the agent or the agent’s manager the results of the evaluation. The evaluator may have a person-to-person meeting, also called a Conduct Coaching and E-Learning Activities, to go over the evaluation; however CxQM Quality provides options for emailing the evaluation to anyone with or without access to the CxQM system.
To email an evaluation to an agent or the agent’s manager:
- Select the evaluation to emailed from the Evaluations table.
- Click Email Evaluation.
- The Email Evaluation icon is available in both of these locations:
- From the Evaluation > Evaluations window.
- From an opened evaluation; whether creating, viewing or modifying that evaluation.
- The Email Evaluation icon is available in both of these locations:
- In the Rename Attachment(s) window, select one of the following:
- Select Format: When selected, this allows the user to:
- Attach Evaluation File: Acts the same as a Print Evaluation with the file being saved as an Adobe PDF.
- Attached Audio check box: When selected, the email will carry the audio portion of the evaluation to be played with the evaluation form. Screen-captured portions of the recording are not carried with the audio at this time.
- Attach Evaluation File: Acts the same as a Print Evaluation with the file being saved as an Adobe PDF.
- Rename Attachment text box: The default is the name of the evaluated agent. The sender can rename the PDF file, if desired.
- Select Format: When selected, this allows the user to:
- Click OK.
- The Send Email dialog box will appear. Enter the following information:
- To box: Contains the To: and Subject: text boxes of the email. Enter the following:
- To: text field: Enter an email address in the To: field. This is a required field. CxQM remembers the email addresses entered in the To: field during log offs and back on. To add multiple recipients, separate emails with a semicolon (;).
- Subject: text box: Enter a Subject of the email. This is not a required field but not having a subject may send the email to a SPAM folder.
- Message box: Enter a message for the email, if desired. 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 CxQM and is typically a no-reply@company-name.com type of address.
- Attachment box: The attachment box will show the name or renamed evaluation attachment as a PDF as well as Audio, signifying that the audio portion of the evaluation is attached. Screen captured calls will not include the corresponding screen capture, just the audio portion of the call.
- To box: Contains the To: and Subject: text boxes of the email. Enter the following:
- Click Send.
- An “Email has been sent successfully” notification will appear.
- Select OK.
When the recipient receives the email, they will be able to open the file and see the Evaluation's headers, scores, questions, answers, comments. Any file attachments within the evaluation will only be referenced by a file name. The recipient will also have a separate .wav attachment (if selected) for the audio of the call that they can playback on their desktop via any local media player that plays .WAV files.
