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Quality Management: Calibrated Evaluations
8x8 Support Knowledge Base

Quality Management: Calibrated Evaluations

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

When​ ​we​ ​discuss​​ ​evaluations,​ ​in​ ​simple​ ​terms​ ​we​ ​refer​ ​to​ ​the​ ​quality​ ​evaluation​ ​process​ ​done​ ​by a​ ​supervisor, evaluator, or auditor​ ​for​ ​call​ ​center​ ​agents.

What​ ​does​ ​Calibrated​ ​Evaluation​ ​mean​ ​in​ ​the​ ​call​ ​center​ ​business? We​ ​have​ ​two​ ​evaluators​ ​who​ ​are​ ​using​ ​the​ ​same​ ​template​ ​and​ ​they​ ​evaluate​ ​the​ ​same​ ​call. As​ ​a​ ​result, we​ ​get​ ​a​ ​Calibrated​ ​Evaluation.

To check for calibrated ​evaluations in Quality Management

  1. Open​ ​the​ ​​Search​ ​Evaluations​​ ​page.
    QM_Calibrated_Evaluations-600x256.png
  2. In​ ​the​ ​​Filter​ ​By​​ ​drop-down​ ​list​, ​​check Calibrated​ ​Evaluation​ ​and click ​​OK.
    QM_Calibrated_Evaluations_2-250x293.png
  3. The Calibrated Evaluation filter ​is now available.
    QM_Calibrated_Evaluations_3-400x90.png
  4. Expand​ the ​​Calibrated​ ​Evaluation​​ ​drop-down​ ​list​, click ​​Yes​​, then click ​​OK.
    QM_Calibrated_Evaluations_4-300x227.png
  5. Observe​ ​the​ ​calibrated​ ​evaluations. Example: Agent_Mark​ ​was​ ​evaluated​ ​by​ two evaluators​ ​using​ ​the​ ​same​ ​template.
    QM_Calibrated_Evaluations_5-600x105.png

 

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