Using CxEvaluate Module Features
This topic provides lists of links grouped into the most commonly used features and tools of CxEvaluate for easy location and use.
These features require CxRecord to be enabled and configured for the tenant.
CxEvaluate is a collection of quality management features that allow company Quality Management staff to use agent interaction recordings (both audio and workstation screen-capture), evaluations, coaching sessions and e-learning assignments to evaluate, train and monitor agents for skills, knowledge and understanding of the business. Agents manage their own activities, typically through their My Engage dashboard. Managers and supervisors can monitor agent progress of assigned activities.
Conduct Evaluations of Interaction Recordings
These topics show managers and supervisors how to conduct and manage agent evaluations.
Conduct Non-Recording Evaluations
These topics show managers and supervisors how to conduct non-recording related evaluations.
Use Custom Searching to Find Evaluations
Use this topic to conduct custom searches to find evaluations.
Create and Conduct Coaching Sessions
These topics show managers and supervisors how to use Coaching Sessions.
Create and Assign E-Learning Activities
These topics show managers and supervisors how to use E-Learning Materials and Assignments
Distribute Quality Management Materials
This topic shows managers and supervisors how to distribute evaluations, coaching sessions and e-learning assignments.
Use the Reports Window and Run Evaluation Reports
These topics show how to run and manage Evaluation Reports and results.
Use the Dashboards Window and View the Quality Dashboard
These topics show how to use the Quality Dashboard.
For Agents, Use The My Engage Dashboard
These topics show agents how to use the My Engage dashboard and manage their assignments.
