As an Evaluator

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.

Quality Management workflow for Evaluator

1. Access Assigned Evaluations:

• View assigned reviews in the Review Screen, categorized by status (Pending, In Progress, Completed).

2. Review Conversations:

• Open the Conversation View to evaluate assigned conversations.

• Listen to call recordings and review relevant details such as evaluation form to fill.

3. Complete Evaluations:

• Use the designated evaluation form to assess agent performance.

• Answer weighted questions and provide additional feedback if required.

4. Submit Evaluations:

• Finalize and submit the completed evaluation for review.

• Ensure all assigned evaluations are completed within the deadline.
  

To understand how Quality Manager can perform their task, read User Guide