Modify Evaluation Button

You must have the default Administrator or Supervisor role or a custom role that includes the VIEW_PLAYBACK_CALLS and Quality >Evaluations > Create permissions to use the Recordings > Playback tab > Evaluate button to access the Evaluations tab and modify an evaluation.

To modify an evaluation:

1. From the Evaluation > Evaluations window, locate and select an evaluation to modify by highlighting it.
2. Click the Modify Evaluation button.
   1. If the Evaluation was created with an Evaluation Form that is currently set to Only Original Evaluator can Modify, then a user other than the original evaluator will get an error message and cannot modify the evaluation. Contact the original evaluator.
   2. If the Evaluation status is set to Locked, then any user, including the original evaluator and the administrator, will get an error message and cannot modify the evaluation. These locks were installed to protect the integrity of the scoring. To unlock the evaluation:
      1. In the Evaluation > Forms tab, click Modify Form to modify the original Evaluation Form that the evaluation was based on.
      2. Uncheck the box next to Lock Completed Evaluation after X days in the left window. The updated setting will unlock all existing evaluations using this form.
3. All parts of the evaluation will be available for modification except for any call or agent ID data in the header fields.
   1. Scoring any questions differently will cause the scores to be recalculated.
   2. Any changes to the score for a question or comments will be tracked and logged into the database for reporting purposes.
4. When all modifications have been completed, click Save Evaluation.
5. Click Close Evaluation icon in the ribbon bar to exit.