Creating an Evaluation

Administrators and managers can create an evaluation to asses the performance and skills of their staff.

To create an evaluation, complete the following steps.

1. Click the Create Evaluation button under the Agent Evaluation section of the menu bar. The Create Evaluation page displays.

2. In section 1 of the Create Evaluation page select one or many users from the user list to search calls to use in the evaluation. The user list contains your managed users that are currently logged in and have an Agent Evaluation license. Administrators are able to view all users that have an Agent Evaluation license. The user list can be filtered by department and location.

3. In section 2 select a scorecard from the list of scorecards that have been created. The scorecards are grouped by scorecard category.

4. In section 3 select a media item by first defining the search criteria. You can view all records or just those that satisfy the search criteria that you define.
   
   Tip: You may need to click Show Criteria to display the controls for defining search criteria.

5. Set one or more of the following:

   • Date - the start date and time: Select one of the following:

   • Any - select this to show all records, without any date or time restrictions.

   • Last [] days - select this and enter the number of days of data to display, counting back today. Enter an integer in the range of 0 to 10000, with 0 representing today.

   • Range - select this to define a date/time range. Then define From and To dates and times.

   • Duration - the minimum and maximum durations. Select one of the following:

   • Any - select this to show all records, without any duration-related restrictions.

   • Custom - select this to specify your own duration range using the Min [] minutes and Max [] minutes controls.

   • One of the predefined durations: 1 minute or shorter, 1-3 minutes, 3-5 minutes, 5-10 minutes, 10 minutes or longer.

   • Call Details - the main call details (only visible when the media type is All or Calls). Specify the following:
     
     

     Call Details	Description
     Inbound	Search only inbound calls.
     Outbound	Search only outbound calls.
     Caller ID	Caller name and number, assuming that both are available. This can also be the ANI (the number). The value depends on the PBX.
     Outgoing #	If the call is outbound, this is the number dialed.
     DNIS	Limit the search to a specific DNIS number. You can use wildcards. For example, entering 425******* shows all seven-digit numbers with the area-code 425.
     Flagged	Searched only calls with this type of flag applied.
     Flag Value	Search only calls with this value of the selected type of flag applied.
     Media Type	The types of media to include in the search: All, Calls, or Screen Recordings.

6. Optionally, select Retrieve only one random media item from results list to show only one random media item from the results that would be retrieved by the search criteria. If the selected Media Type is All, the returned result will be one item that is either a call recording or a screen recording.

7. Click the Search button. The records satisfying the search are listed. You can view the following data columns:
   
   

   Column	Description
   Play	Play button that allows playback of the media item.
   Media	Image icon that indicates if a recording is a call or a screen recording.
   Chain	The Link Image icon indicates that the recording is a member of the recording chain.
   Start Time	The date and time at which the recording started.
   First Name	The user's first name.
   Last Name	The user's last name.
   In/Out	"In" if the call is an inbound call. "Out" if the call is an outbound call.
   Extension	The user's extension number.
   Caller ID #	The caller ID number, used to trigger call recording.
   Caller ID Name	The caller ID name, used to trigger call recording.
   DNIS	The DNIS. This is typically the number dialed by the caller, but depending on the PBX - it is a route-point identifier instead. For example, an external phone number might reach an internal route-point extension 1111, which the contact center application knows routes to a group of agents. In that case, 1111 is possibly displayed.
   Outbound #	The number dialed by the user.
   Length	The duration of the recording.
   End Time	The end time of the recording.
   Flag Name	The name of the flag applied to the recording.
   Flag Value	The value of the flag applied to the recording.
   File Location	The path to the daily media item record subfolders.
   File Name	The name of the subfolder and file containing the media item record.
   Call ID	A PBX-specific call identifier
   Recorded By	"System" if the call is recorded automatically (according to a profile); otherwise, the user name for user-initiated recordings.

8. Select a media item to include in the evaluation. You may also select multiple items to include in the evaluation by holding CTRL and clicking on each item or holding Shift and selecting a range of item s from the list.

   All media items selected have to be from the same user to start a new evaluation.

Starting an Evaluation

After completing all of the necessary criteria for an evaluation, the evaluation should be started.

To start an evaluation, complete the following step.

• Click the Start Evaluation button in section 4 of the Create Evaluation screen to initiate a new evaluation using the scorecard selected and the media item(s) selected. The Edit Evaluation page displays so you can score the evaluation.

See Also:

Editing Evaluations

Searching Evaluations

Agent Evaluation Reports

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