Exporting Evaluations in Adobe© PDF or Microsoft© Excel

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 export an evaluation.

Exporting an evaluation is another way to distribute the evaluation to the agent or agent’s manager. This release of CxQM supports exporting evaluations in the default Adobe© Portable Document Format (.pdf) or the Microsoft© Excel (.xls) format.

Reasons to export an evaluation include:

  • Additional documents such as training materials or directions may need to be sent to the agent or agent’s manager in addition to the evaluation.
  • Evaluations may need to be merged with other data in an Excel file.
  • Evaluations can be historically saved to a secured network drive.

To export an evaluation:

  1. Select the evaluation desired to export.
  2. Click Export.
    • The Export Evaluation icon is available in both of these locations:
      1. From the Evaluation > Evaluations tab.
      2. From an open evaluation: whether creating, viewing or modifying that evaluation.
    • Unless a file type is selected, clicking the Export button will download the evaluation file in PDF, as default.
  3. To choose the desired format for the export, click on the small down arrow under the Export button. There are two choices:
    • Export.pdf: Exports the evaluation file in a Adobe© Portable Document Format (PDF).
    • Export.xls: Exports the evaluation file in a Microsoft© Excel format (XLS).
  4. The web client will display an Open, Save or Cancel request at the bottom of the screen.
  5. The user can then select what to do with the file from the following:
    • Open: This opens the file in the format selected.
    • Save: This saves the file to the computer's Downloads folder using the filename created by CxQM.
    • Save As: This allows the user to save the file using a desired storage folder and a filename of their choice.
    • Save and Open: Saves the file in the format selected to the computer's Downloads folder and then opens the folder with an application appropriate for PDF or XLS file types.
    • Cancel: Selecting this will cancel the file operation.