Evaluations Window Display and Controls
You must have the default Administrator or Supervisor role or a custom role that includes the VIEW_PLAYBACK_CALLS and the Quality > Evaluations > Create, View or Modify permissions to use the Evaluations window.
This window and table is used to manage all current and past evaluations of agents. Typically, users will view completed evaluations, playback recordings or recording segments with the evaluations, email, download, export and print evaluations.
Evaluations Window and Table Components
When the user accesses the Evaluations window, the following components are shown:
- Evaluations ribbon bar: At the top, the ribbon bar contains icons or buttons used to perform various tasks in the Evaluations window.
- Evaluations Title bar: At the top of the evaluation record table, labeling the table.
- No of Evaluations text box: Right-hand side of the title bar. Used to set the number of evaluations that are to be available to the user. Default is 1000.
- Go button: Used after the user has changed the No of Evaluations setting.
- Results: Indicates the results of the Go button action or a custom search. For example, assume the No of Evaluations was set to 100, and the Go button was clicked or a search was conducted. If the results were 78 evaluations, then the Results will show 78.
- Settings (sprocket icon): Offers the user the choice of Web Email (default) or My Email for sending emails from CxQM.
The Evaluations window displays the Evaluations table. The Evaluations table records and columns include:
| Column Header | Description |
|---|---|
| User First Name | Evaluated user's first name. |
| User Last Name | Evaluated user's last name. |
| Agent ID | Evaluated agent's ID number. |
| Evaluation Date | Date of the evaluation. Format is mm/dd/yyyy. |
| Evaluation State |
State of the evaluation:
|
| Evaluation Form | The name of the evaluation form used for this evaluation. |
| Evaluation Reference: | The reference number assigned this evaluation. |
| Call Date and Time | The date and time of the interaction related to this evaluation. Format is mm/dd/yyyy HH:MM:SS (AM or PM) |
| Call Duration | The duration of the call in hh:mm:ss. |
| Group Name | The group name(s) the user is a member of. |
| Evaluator First Name | The evaluator's first name. |
| Evaluator Last Name | The evaluator's last name. |
| Overall Score | The overall score that CxQM calculated for the agent evaluation and copied from the evaluation form. |
Using the Evaluations Window
When a user views the Evaluations window, it will show all current and past records of current or past agent evaluations in chronological order, newest at the top. A ribbon bar of buttons is used to perform various tasks involving evaluations, including searching for, viewing of, modifying, deleting, emailing, downloading, printing and exporting evaluations, all depending on assigned user permissions.
For example, when the user selects an evaluation record and double clicks on it or clicks View Evaluation, the Evaluation window changes by adding a new tab labeled View Evaluation of <user name> and showing the selected evaluation form.
Another example is a search for an evaluation from a few days ago. The user will use the Custom Search button and set search criteria to narrow the search parameters to locate the evaluation. The window will update with the results of the search by showing records that meet the search criteria.
Using the View Evaluation of <User Name> Window
When the user selects an evaluation record and double clicks on it or clicks View Evaluation, the Evaluation window changes by adding a new tab named View Evaluation of <user name> and showing the selected evaluation form. If it has an audio or audio and screen capture video associated with it, a Modify Play Options selection window appears to allow the user to choose to playback either the audio only or both the audio and video of the interaction associated with the evaluation by the Play button. There is no auto-play.
The user can also open and view any e-learning materials that are attached or any Summary or question comments made with the evaluation. Buttons are available to email, export or print the evaluation.
A warning is also provided if the evaluation has a locking period. Expiration of the locking period renders the evaluation unmodifiable.
Evaluation Window Properties
- Quickly narrow down an evaluation list by seamlessly searching multiple parameters.
- Play back any interaction or interaction segment recording associated with an evaluation.
- View evaluations, any attached e-learning materials and comments.
- Export evaluations in a PDF or XLS format.
- Download for emailing purposes, one or multiple evaluations.
- Email evaluations.
