Conducting Non-Recording Evaluations

1. Go to the Evaluation > Evaluations tab.
2. The New Evaluation window appears and is divided into the left- and right-hand panes.
   • Clicking the Swap Panes button (two opposing arrows icon) located on the New Evaluation on the far upper right-hand side will cause CxEvaluate to swap the left and right panes on the screen to suit the user's needs during the agent evaluation process.
3. Since there is no recording associated with this type of evaluation, no recording data is populated into the evaluation form.
4. The New Evaluation tab and window pops up.
5. A blank baseline evaluation form is shown. There will be a left- and right-hand pane shown.
6. Select the evaluation form template to be used by clicking on the Form Name drop-down box in the Evaluation Info header section and choosing a form.
7. The baseline evaluation from will update to the selected form.
8. Optionally, additional information can be attached to the Evaluation Info header. If the form was setup to have any custom Header Categories or Header Fields, then that information is shown and can be selected.
   • Header Categories: Each header category provides a place for an evaluator to choose evaluation types from a drop-down menu of choices. For example, Reason for Evaluation selections could be Complaint; Random or Call Duration. Customer Type could be Residential, Business, Non-Profit, Government or School.
   • Header Fields: Each Header Field provides a place for an evaluator to enter a value. For example, a Case Number or Ticket Number.
9. The Summary section is typically filled in after all the questions have been answered to provide comments, call snippets or file attachments for the whole evaluation.

1. Start answering the questions. As each question is answered, CxQM Quality tallies the score on the right side. A few choices the evaluator has at their discretion are:
   1. When the question is confusing, click on the Evaluator Help(?) icon to gain tips on how to evaluate and answer the question. Not all questions may have Evaluator Help.
   2. If the question is not applicable for the call’s content, select the N/A button in the answer column. The points for this question will not be included in the total score. The total available points will be lowered.
   3. If the question has an Auto-Fail (Orange Triangle !) icon, the question is Auto-Fail enabled.
      • A properly scored Auto-Fail question will pass uneventfully and will add its points to the score totals.
      • When the agent handled the situation improperly, the question will be scored by the evaluator as a fail. At that time an Auto-Fail enabled question may display an alert in red Auto-Fail Triggered, the Total Score for the entire evaluation will be “0%”.
      • Depending on how the Evaluation Form was setup, sometimes more than one Auto-Fail enabled question must be failed before the Auto-Fail is triggered. To Auto-Fail the evaluation, the number of questions needs to meet or exceed the evaluation form’s auto-fail threshold located in the Evaluation Form’s settings.
      • Should there be a need to clear the Auto-Fail, change the answer to any questions so that the Auto-Fail threshold is no longer met. The alert message will disappear and the evaluation score is tallied as normal.
      • Any Auto-Failed Evaluations will be included in the evaluation reports with a score of 0%.
   4. If the evaluator would like to make a comment or remark associated with the question, select the Comment (Paper/Pen) icon in the third column to bring in the Comment text box under the question. Type or copy/paste a remark in the Comment text box.
      • When a question has a comment, an agent can view the comment. The coach can choose whether to send the Full Evaluation or just Select Comments (without the question) out of the evaluation.
      • If no comments for a question have been made, then the Full Evaluation should be sent.
      • An emailed, printed or exported evaluation will display the comment under the question.
2. When all appropriate questions have been answered, add any e-learning materials.

1. If any reference document or any other learning material needs to be attached with a correlated question, the evaluator can click on the Attachment (paperclip) icon in the third column. As there are several features available when attaching a file, please refer to the Evaluation Attachments section for detailed instructions.
   • File attachments attached to a question can only be viewed when the Full Evaluation is sent.
   • File attachments attached to a question cannot be viewed by an agent when a coaching session assignment is configured to send only Select Comments.
   • An emailed, printed or exported evaluation will not include the attachment in the PDF; however the name of the file will display under the question or comment.
2. When all e-learning materials have been added to the evaluation, complete, distribute and close the form.

1. Some questions may be scored differently than others. Some question groups or skillset scores can be weighted, reverse scored, or scored by default.
   1. Weighted Scores: Each question group or skillset categories can have a weighting scale averaged into the score total. For example, a Conflict Resolution skillset score may consist of 50% of the total score where as a Documentation skillset score may only consist of 5% or the total score.
   2. Negative or Reverse Scoring: Any of the answer types can be assigned a reverse score. For example, where Yes = 0% and No=100% of the points.
   3. Default Scoring: If all the questions have an associated default answer pre-selected, then when the evaluation is saved the scores are tallied for all the pre-set answers.

If ALL questions in the evaluation have pre-set default scores without any changes made, then the evaluation status will be marked as COMPLETED when the evaluation is saved.

2. To skip to a specific question group, click on the desired section in the Navigation window on the right. Continue answering the questions and paginating through the form using this Navigation window.

1. Add any Summary Comments or Attachments to the document. This is for comments or attachments that span multiple questions within the evaluation.
   1. If distributed via a Coaching Session, then the Summary Comments and Attachments will only be available to the agent if the Full Evaluation is sent to the agent.
   2. If distributed via an email, printed version or exported evaluation, then file attachments will not be included.
2. Click Save Evaluation. The evaluation will be saved in the Evaluations list.

If completed, distribute the evaluation to the agent or agent’s manager by clicking on one of the following icons in the ribbon bar:

• Email Evaluation: In the Send Email pop up box, add an email address in the To: field as well as a subject and a message. It is recommended to include a reply address in the message because the From: address is determined by the Recorder Administrator in the setup of the recorder. Click Send.
• Export Evaluation: In the Select Export Option pop-up box, choose whether to export either a PDF or and Excel file type. A Windows dialog box will appear, Save the file in the desired folder.
• Print Evaluation: A new Tab will pop up titled Print Evaluation of <Agent Name>. Click the Print Results icon in the ribbon bar and the Close icon in the ribbon bar when done.
• Coaching Session: If the agent or agent’s manager have an CxQM User ID, evaluators can electronically send the evaluation, schedule a date for a person-to-person review, confirm receipt and track progress of the evaluation, all in one step. Refer to the Conduct Coaching and E-Learning Activities for detailed instructions.

1. Select Close Evaluation to exit the evaluation. The new evaluation will be listed in the Evaluations list.
   1. If the evaluation is not completed, the status will be Started.
   2. If the evaluation is complete, the status will be Completed.
2. When the set amount of time has transpired, the status of the evaluation may be Locked. It can no longer be modified. The form template when configured was set to lock after a specific number of days, but the number of days set will not be available to those who cannot view the settings of the form template.