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.