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Quality Management: Why Can't I Evaluate a Call Twice Using the Same Template?
8x8 Support Knowledge Base

Quality Management: Why Can't I Evaluate a Call Twice Using the Same Template?

In 8x8 Quality Management, it is not possible for you as an evaluator to score the same call twice using the same template. This is by design.

Every time a call is evaluated by two or more auditors using the same QA Template, the scores will be calibrated.

A call can be evaluated twice, by two different evaluators using the same template. This workflow or process is also known as Calibrated Evaluation. However, by design, it is not possible for the same evaluator to evaluate the same call twice using the same template.

 

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