Evaluate a customer interaction and prompt for coaching (Evaluator)

Objective

The Evaluator evaluates an agent’s call interaction and can request coaching feedback for that agent.

Applies To

• QM

Procedure

To evaluate an agent’s interaction and request coaching feedback:

1. From the Speech Analytics & QM home page, click Interactions . The Interactions page displays.
2. Select the agent interaction you want to evaluate. A slider screen displays on the right.
3. On the slider screen, click Evaluations and then Evaluations to display the New Evaluation page.
4. From the Template drop-down, select the template that the QM admin added the coaching preferences to.
5. Complete the evaluation and click Save.
6. A prompt displays asking:
   • Email agent a summary of the evaluation
   • Send coaching request to Agent supervisor

7. Select Send coaching request to Agent supervisor and click Confirm.

   Note: This prompt is defined by the coaching preferences set in the template.

8. A message displays saying the coaching request was sent and that the evaluation was saved.