As an Evaluator, you can review assigned conversations, assess them using evaluation forms, and submit evaluations. You can track your tasks and complete assessments based on predefined criteria.
To create and assign a user the Evaluator role, see this guide.
Quality Management workflow for Evaluator
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Access Assigned Evaluations:
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View assigned reviews in the Review Screen, categorized by status (Pending, In Progress, Completed).
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Review Conversations:
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Open the Conversation View to evaluate assigned conversations.
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Listen to call recordings and review relevant details such as evaluation form to fill.
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Complete Evaluations:
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Use the designated evaluation form to assess agent performance.
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Answer weighted questions and provide additional feedback if required.
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Submit Evaluations:
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Finalize and submit the completed evaluation for review.
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Ensure all assigned evaluations are completed within the deadline.
To understand how Quality Manager can perform their task, read User Guide