Evaluate a customer interaction and prompt for coaching (Evaluator)
The Evaluator evaluates an agent’s call interaction and can request coaching feedback for that agent.
To evaluate an agent’s interaction and request coaching feedback:
- From the Speech Analytics & QM home page, click Interactions . The Interactions page displays.
- Select the agent interaction you want to evaluate. A slider screen displays on the right.
- On the slider screen, click Evaluations and then Evaluations to display the New Evaluation page.
- From the Template drop-down, select the template that the QM admin added the coaching preferences to.
- Complete the evaluation and click Save.
- A prompt displays asking:
- Email agent a summary of the evaluation
- Send coaching request to Agent supervisor
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.