Evaluations Window

You must have the default Administrator role or a custom role that includes the following permissions to setup the CxQM Quality environment:

• Quality > Evaluations > Full Control
• Quality > Evaluation Forms > Full Control

There are no configurations needed for this tab.

The secondary Evaluations tab shows the Evaluations window and table. Like the Playback window, this window shows current and past user/agent/employee evaluation records and their status with ribbon bar button commands to view, search for, modify, delete, activate or deactivate evaluations. There are also buttons to print and email evaluations, as well as export .pdf or .xls versions of evaluations.

This tab is used when quality evaluations are in the process of being conducted. Each evaluation gets a record with column descriptions of:

Column Header	Description
User First Name	The first name of the user/agent/employee being evaluated.
User Last Name	The last name of the user/agent/employee being evaluated.
Agent ID	Agent ID of user being evaluated.
Evaluation Date	The date and time of the evaluation.
Evaluation State	The state of the evaluation at this time.
Evaluation Form	The evaluation form selected for this evaluation.
Evaluation Reference	The reference identifier of the evaluation.
Call Date and Time	The call date and time that is being evaluated.
Call Duration	The call duration that is being evaluated.
Group Name	The Group Name the user belongs to.
Evaluator First Name	The evaluator's first name.
Evaluator Last Name	The evaluator's last name.
Overall Score	The overall score of the evaluation.

The Forms tab has the following properties available:

• Start a new evaluation.
• Open, modify, view and delete existing evaluations.
• Email evaluations to users.
• Export evaluations in .pdf or .xls formats.
• Print evaluations.