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Quality Management Search Evaluations
8x8 Support Knowledge Base

Quality Management Search Evaluations

Search Evaluations button from the navigation bar

  1. Where can I find the Search Evaluations page in the application?

Location in the application

Login > Search Evaluations

  1. What can the Search Evaluations page do for me?

The main feature of the Search Evaluations page allows you to find any evaluation performed on existing calls. You can go in-depth into each evaluation searching by: Call Details, Evaluation Details, Attachments, Notes or Video.

Tabs

Add New Tabs

Next to the current tab there is a + button. Click it and a new tab containing a list of the current day’s evaluations appears next to your current tab. This one has the default name: NEW TAB.

To save the new tab as it is, click Save in the upper right part of the page. The application displays the confirmation message, “Tabs saved successfully!”

Rename Tabs

Double Click the new tab to rename it. The tab label area will become editable. Delete the current label and enter a new label.

To save this change, click Save in the upper right part of the page. The application displays the confirmation message, "Tabs saved successfully!"

Delete Tabs

Each tab has an X button on the right side, next to the tab name. Click it and the following question will be presented: "Are you sure you want to delete this tab?" and comes with two options: Delete and Cancel.

To delete the tab click Delete. The application displays the confirmation message, "Tab deleted successfully!"

Drag and Drop Tabs

To use this feature you need to have at least two tabs on the Search Evaluations page. The drag and drop functionality helps you rearrange tabs on the Search Evaluations page so that you can manage different lists of evaluations.

Click the first tab and drag it to the end of the tabs on the page.

Click the last tab and drag it to the beginning of the tabs on the page.

To have tabs saved in this order, click Save in the upper right hand side of the page. The application will display the confirmation message, "Tabs saved successfully!"

Tabs List Expansion Arrow

To use this feature you need to have more tabs than will fit in the window—usually more than twenty, but may vary depending on the size of the window.

After adding more than twenty tabs, the application displays an arrow on both sides. After the right arrow there is a + button that allows you to add even more tabs.

Click the left arrow. The tabs line will expand and you see the last added tabs.

Click the right arrow. The tabs line will expand and you see the first added tabs.

Reports

The Reports drop-down offers a list of various reports that can be run against previously filtered evaluations in order to extract detailed information on agents’ results, performance, and evolution within a selected period of time.

The Reports button is found on the Search Evaluations page, between the Export Evaluations and Refresh buttons.

Reports available from the Search Evaluations page are:

  • Agent Scores with Overall Comments
  • Calibrated Evaluation Report
  • Consistency Report
  • Multiple Evaluations for Agent
  • Average Score Report
  • Single Evaluation Report 

Important! Question Average, Sections Grouped By Supervisor, Section Average and Evaluation per Month reports are now replaced with the Average Score Report.

 

Agent Scores with Overall Comments

With a clean design, the report shows the percentage obtained by computing the average between the Total Points and the Possible Points, and it allows the user to see the overall comments for that evaluation.

To generate this report for a specific range of time for all agents, select the range and click Generate for this report from the drop-down menu. The report display the name and ID of each agent, along with a table containing details about each evaluation, Possible Points, Total Points, Supervisor, Evaluator, Template, Evaluation Date, Call date, and all the comments associated with the evaluation.

Date Picker

Click the Date Picker and two calendars will pop up. In the upper right hand side of the second calendar you will find the Range drop-down menu. Here you can choose the period of time you are interested in. Click OK at the bottom of the right calendar after you choose one of the options. While the first eight options are standard (i.e. you cannot modify them), the last one, Custom, is customizable.

Click Custom from the Range drop-down menu. Choose a start date and start hour from the left calendar. Now choose an end date and hour from the right calendar. To confirm your choice click OK. The page will refresh and display only the results that fit within the selected timeframe.

Filter By

The Filter By drop-down menu can be found next to the Date Picker. It contains columns on which you can perform a search. Column name has a checkbox. All checkboxes are unselected by default.

Select the checkbox of the column that you want to perform a search. Then click OK at the bottom of the Filter By drop-down button.

Hide evaluations without comments/notes

This checkbox is displayed on the left upper side of the page. Check it and the results viewed are recalculated and displayed according to the checkbox button.

Hide questions without comments

Hide questions without comments is displayed on the left upper corner of the window. Click on the checkbox and the displayed results are recalculated and displayed according to the checked button.

Export to Excel

Export to Excel function is also available. Click on the export button and the report's data will be exported to an excel document you can save locally in your work station.

Refresh 

Refresh button is located in the upper right corner of the window. Click on it and the page will immediately refreshed.

Data Range

Users can also pick the date range they want to obtain for. Click on Date Picker, select a date and then click OK.The chosen date are displayed under the Date Range. 

E.g. Date Range: 2016-10-07 00:00:00 - 2016-10-17 23:00:00

Each subsection has + button assigned. Click on it to display the details of that subsection. To view all the details simultaneously click on the button that's on the left corner over the table.

Additional Filters

When filters are applied the Additional Filters message is displayed at the bottom of the page. The user can also see the applied filter queries. 

Note: If no data is available a message is displayed on each subsection: "No items to display. (Perhaps some filters are applied)"

Calibrated Evaluation Report

The report shows all evaluations made on a call for the selected template. The evaluators and their answers are displayed one next to the other so it is very easy for the user reviewing the calibrated report to analyze the scoring differences. 

This report can also be accessed directly in the reports drop-down. You can also find the calibrated report when you are evaluating a call using the same template that another evaluator used for that particular call. Once you save the changes, the Calibrated Evaluation Report button becomes enabled. Click on the button to generate the report.

Consistency Report

The main function of this report is that it displays a percentage of how many evaluations the agent has passed in relation to all the evaluations performed.

The report displays a table containing the Group that the agent belongs to, Supervisor of the evaluated agent, Agent Name, Agent ID, agent’s Trainer, Hire Date, total number of Evaluations, number of evaluations that Met Goal, the Consistency Rate, and the Average Score.

Organize By

The Organize By drop-down menu is located in the upper right side of the window. Click on it and it displays a list with the available options by which you can organize the report. The available options for this report are: Group, Supervisor and Trainer. Each option has a checkbox. Select one of them and click OK. The table results are recalculated and displayed according to the selected option.

Date Picker

Click Date Picker and two calendars will pop up. In the upper right hand side of the second calendar you will find the Range drop-down menu. Here you can choose the period of time you are interested in. Click OK at the bottom of the right calendar after you choose one of the options. 

Click Custom from the Range drop-down menu and choose a start date and start hour from the left calendar. Also choose an end date and hour from the right calendar. Click OK to confirm your choices. The page will refresh and display only the results that fit within the selected timeframe.

Filter By

The Filter By drop-down menu can be found next to the Date Picker. It contains columns on which you can perform a search. Column name has a checkbox. At this point all checkboxes are unselected.

Select the checkbox of the column that you want to perform a search. Then click OK at the bottom of the Filter By drop-down button.

Export to Excel

Export to Excel function is also available. Click on the export button and the report's data will be exported to an excel document you can save locally in your work station.

Refresh 

Refresh button is located in the upper right corner of the window. Click on it and the page will immediately refreshed.

Report Side Panel

Click on a row and a new section is displayed on the right side of the window. The evaluated agent name and ID are displayed on the left upper corner of the page. The main function of this section is to display the agent's evaluations, the dates when the evaluations were made, the scores obtained by the agents and the evaluators name. Open Single Evaluation Report button is displayed next to each evaluation. Click on it and a single evaluation report is generated on a new page.

Data Range

Users can also pick the date range they want to obtain for. Click on Date Picker, select a date and then click OK.The chosen date are displayed under the Date Range. 

Each subsection has + button assigned. Click on it to display the details of that subsection. To view all the details simultaneously click on the button that's on the left corner over the table.

Additional Filters

When filters are applied the Additional Filters message is displayed at the bottom of the page. The user can also see the applied filter queries. 

Note: If no data is available a message is displayed on each subsection: "No items to display. (Perhaps some filters are applied)"

Multiple evaluations for Agent

The report shows a summary of all the agent's evaluations based on a specific template. The reports show how many times each answer was selected by evaluators for each particular question. It is available in the reports drop-down in Search Evaluations page. 

Note: The Multiple Evaluations for Agent report is grayed out on Reports menu until an evaluation is selected. 

Average Score Report

With a new and friendly design, the report shows average score for either evaluations, sections, or questions. Using the drop-down selectors you can easily choose to display the average for all the evaluations, the questions within a specific section and also the average for the individual questions. The drop-down selectors available are Group By, Row and Col.

Group By

This drop-down selector is displayed in the left corner of the page. Click on it and the available dimensions are shown below: Agent, Evaluator, Group, Labels, Month, None, Question, Quarter, Section, Supervisor, Template, Trainer, Week, Year.

Note! The None option displays all the results in a single section.

Row and Col

The Row and Col drop-down selectors contain the same dimensions as Group By. Click the swap axis icon displayed in the middle and the selected dimensions in Row and Column are switched.

Note! The already selected dimensions on Group By appears in these drop-down selectors but they are disabled. You can only select one dimensions for rows and one for columns.

An arrow is assigned next to each section. Click one of them and the section is immediately expanded. To simultaneously expand or collapse all the sections just click the + button that's shown in the left corner above the sections.

Date Picker

Click Date Picker and two calendars will pop up. In the upper right hand side of the second calendar you will find the Range drop-down menu. Here you can choose the period of time you are interested in. Click OK at the bottom of the right calendar after you choose one of the options. 

Click Custom from the Range drop-down menu and choose a start date and start hour from the left calendar. Also choose an end date and hour from the right calendar. Click OK to confirm your choices. The page will refresh and display only the results that fit within the selected timeframe.

Filter By

The Filter By drop-down menu can be found next to the Date Picker. It contains columns on which you can perform a search. Column name has a checkbox. At this point all checkboxes are unselected. Select the checkbox of the column that you want to perform a search. Then click OK at the bottom of the Filter By drop-down button.

Export to Excel

Export to Excel function is also available. Click on the export button and the report's data will be exported to an excel document you can save locally in your work station.

Refresh 

Refresh button is located in the upper right corner of the window. Click on it and the page will immediately refreshed. The new design of the loader displays hints and tips regarding the reports.

E.g: Did you know? By default we hide deactivated agents from reports, but you can show them from the settings menu inside a report.

Report Settings

Report Settings is displayed in the right upper corner of the page. Click on it and Subtotals & Grand Totals, Deactivated Agents and Layer Templates are shown below. More Columns  and Metrics are also displayed there.

Hover over the Metrics and Counters is displayed. You can choose to display the counters or not just by clicking on it. By default Counters is checked and displayed between "()" on the report, next to each average.

Hover over the More Columns and Hire Date and Average Call Duration are displayed. You can choose to display them or not just by clicking on it. By default Hire Date and Average Call Duration are checked and displayed on the report.

Subtotals and Grand Totals

This option offers to you the possibility to display the subtotals for each subsections and the grand total of them. Click on it and the subsections are displayed colored in yellow. The Grand Total is shown below the table.

Note! The subtotals are displayed when the sections are collapsed. 

Deactivated Agents

This feature is useful because you can choose to display for the agents that were evaluated the averages even if now they are inactive in the application.

Layer Template

This option is available on Report Settings menu. Just when the drop-down selectors Row/Col are checked. Section/Question, the Layer Template can be used. If this option is unchecked, then the report displays all the questions/sections even if these have the same name. If the Layer Template is checked then the report shows the questions/sections that have the same name, only once, which means a reunion of them, and displays their average.

This feature was implemented to clearly display the results. If a question or section is used in multiple templates you can select the Layer Template option from the Report Settings to display it just one time. You will see displayed the number of times the question/section was used to score the agent.

Conditional Formatting

Conditional Formatting allows you to apply different formats on the report's cells. The cells are colored, depending on the values and the colors you set.

Click on Conditional Formatting and the page becomes divided. Click the Select a metric to format dropdown and it will display a list with the available options you can apply for conditional formatting. The two available options are Average Score and Counters. For example, let's choose Average Score; Select an operator drop-down and Value inputs are displayed below. The available operators are: Equal, Greater than, Greater than or equal, Less than, Less than or equal.

Note! The Average Score's unit is a % so the Value must be a percentage.

The Add button becomes enabled after you choose a valid value and an operator. Click on it and a list with the checked operator, the value and the color are displayed below. You can add more than one option to format the report. For example you can display in red the averages that are less than 50% and in green the averages that are greater than 90%. Each option's row has a delete button assigned. Click on it and the corresponding option is deleted.

The formatting for Counters it's applied on the number displayed between parentheses. Click the Counters and add a formatting rule or more to display the formatted content.

You can't add two formatting rules having the same operator and value. If the rule exists the message "Value already exists for the same operator" will be displayed.

Adding more than six options makes the formatting imprecise. The Add button becomes disabled and the message "Formatting may be inaccurate because the inserted value overlaps the already defined intervals" is displayed.

Below these drop-down buttons you can see the available colors you can choose from, to format the cells. The available colors are: red, blue, purple, orange, pink, green. Hover over the preferred color and check it. Click the Apply button and the page results are recalculated and displayed according to the desired formatting.

Note! The Apply button is disabled until you select a metric and a valid value (e.g. 30%, 55%, 100%).

Clear button erases all formatting from the report and clears out the inputs.

To close the Conditional Formatting Panel, just click the button that's shown in the right upper corner of the panel.

Report Side Panel

Click on a row and the Report Side Panel is divided. The details shown on the top of the panel are displayed according to the clicked column/row. The first column displayed on the report is named Master Column, click on a row and the Report Side Panel displays the row's name and below Overall. 

If a random cell of the report is clicked then the Report Side Panel displays the row's name and below the column's name. However the main function of this panel is to display evaluations, the dates when the evaluations were mane, the scores obtained by the agents and the evaluator's name. Open Single Evaluation Report button is displayed next to each evaluation. Click on it and the single evaluation report is generated on a new page.

Data Range

Users can also pick the date range they want to obtain for. Click on Date Picker, select a date and then click OK.The chosen date are displayed under the Date Range. 

Each subsection has + button assigned. Click on it to display the details of that subsection. To view all the details simultaneously click on the button that's on the left corner over the table.

Additional Filters

When filters are applied the Additional Filters message is displayed at the bottom of the page. The user can also see the applied filter queries. 

Single Evaluation Report

Displays in an elegant, HTML format all the evaluations details. The questions, answers, comments, hints, notes, and overall comments are displayed on the printable report, on which results are very easy to read.

The report can be accessed directly in the reports drop-down in evaluations page or it can be viewed by the user in the evaluation screen. Just save the evaluation and the button becomes enabled and the report can be viewed.

All reports, except for Single Evaluation Report and Calibrated Evaluation Report, can be exported in Excel format, using the Export button, located in the right upper hand corner of the page. The Excel file downloads locally and it can be edited and printed.

Filters

It is possible to filter evaluations based on specified criteria: main group, calibrated evaluations, template name. Or you may want to see only a part of the details regarding evaluations (interaction date, etc.). There are multiple ways of filtering the information on the Search Evaluations page as described below.

There are two methods of filtering on the Search Evaluations page: Basic and Advanced.

You can switch between Basic and Advanced by clicking the Basic/Advanced button in the upper right hand side of the page.

BASIC

Search Field

The quickest way of searching for something is by using the Search Box found in the upper right hand side of the page, below the Save button.

Select Columns

In the upper left hand side of the page, there is a Select Column drop-down menu. Click it and the application will display a list with the names of the columns. Each column name has a checkbox. At this point, all checkboxes are selected. Uncheck the boxes of the columns that you do not want to see on the evaluations list. Then click OK at the bottom of the Select Columns drop-down menu. The page will refresh and display only the selected columns.

Note: At the bottom of the Select Columns drop-down menu there are the buttons: Clear, All, and OK.

Clear deselects all columns from the menu.

All selects all columns from the menu.

OK confirms the choices you have made in the menu.

Date Picker

The Date Picker is located between Select Columns and the Filter By drop-down menus. It allows you to sort evaluations by date and time.

After you click the Date Picker, two calendars will pop up. In the upper right hand side of the second calendar you will find the Range drop-down menu. Here you can choose the period of time you are interested in. The options are: Today, Last Hour, Yesterday,Last X Days, This Month, Last Month, This Year, Last Year, and Custom. Click OK at the bottom of the right calendar after you choose one of the options. While the first eight options are standard (i.e., you cannot modify them), the last one, Custom, is customizable.

Click Custom from the Range drop-down menu. Choose a start date and a start hour from the left calendar. The date and hour you selected are highlighted in blue. Now choose an end date and hour from the right calendar. The date and hour you selected are highlighted in blue. To confirm your choice click OK on the right side of the calendar’s base. The page will refresh and display only the results that fit within the selected timeframe.

Note: At the bottom of the Date Picker drop-down menu there are buttons: Clear and OK.

Clear erases the previously chosen timeframe and makes the application display all the completed evaluations.

OK confirms the choices you have made on the calendar and makes the application only display evaluations from the selected timeframe.

Filter By

The Filter By drop-down menu can be found next to the Date Picker. It contains columns on which you can perform a search: Status and Template Name. Each column name has a checkbox. At this point all checkboxes are unselected.

Select the checkbox of the column that you want to perform a search. Select Template Name. Then click OK at the bottom of the Filter By drop-down menu.

Note: At the bottom of the Filter By drop-down menu there are buttons: Clear, All, and OK.

Clear deselects all columns from the menu.

All selects all columns from the menu.

OK confirms the choices you have made on the menu.

The application adds the Template Name drop-down menu in front of the Filter By drop-down menu. Click the Template Name drop-down menu. A list of available templates, each one with a checkbox, will appear in the drop-down.

Select a template from the list and click OK at the bottom of the Template Name drop-down menu.

Note: At the bottom of the Template Name drop-down menu there are buttons: Clear, All, and OK.

Clear deselects all columns from the menu.

All selects all columns from the menu.

OK confirms the choices you have made on the menu.

The page will refresh and display only evaluations related to the chosen template.

ADVANCED

The Advanced Search feature is a powerful search method, which you can use to specify certain criteria that cannot be defined in Basic Search (for example Comments CONTAINS (text) ) as well as criteria that can be selected using Basic Search. To use this feature you need to construct queries using the Quality Management Query Language.

To open this feature, click Advanced Search near the quick search box. This will automatically expand the advanced search box where you can enter your search query fields. A field in the Quality Management Query Language is a word that represents a table column from the Search Calls page. Functions are used to perform advanced and complex calculations on specific recordings or evaluations data. Advanced search works with operators and keywords.

The operators used in Advanced Search queries are:

=  equals

!=  different from (excludes from search all values typed after this operator)

>  greater than (a certain value)

>= greater than or equals  (a certain value)

<  smaller than (a certain value)

<= smaller than or equals (a certain value)

The keywords used in the Advanced Search queries are:

AND – used to combine items of different criteria in order to narrow the results as much as possible

OR – used when searching for alternative results in the query

LIKE – used to obtain recordings when searching by partial words; results returned are all that contain the word or letters entered in the search query

IN – used when searching for multiple results of the same criteria

IS - used to obtain results that are empty

IS NOT - used to obtain results that are not empty 

CONTAINS - used when searching for transcriptions that contains a specific word or query

NOT CONTAINS - used when searching for transcriptions that not contains a specific word or query

BETWEEN – used when searching for results within a specific date range

To search for a certain agent’s recordings in Advanced Search, click Advanced Search and start typing the criteria. A list of suggestions automatically appears, with all the fields containing the typed letters or word. Select the correct suggestion from the drop-down list; now the first field of the search query is displayed. After this, press the spacebar and a list of operators will automatically appear in a suggestions drop-down. Choose the proper operator for your current search and then press the spacebar. If your search concerns something other than a numeric value, a list of suggestions will appear in a drop-down. Select the item you want to find from the list and then press Enter to validate the search query. The page will then load all the recordings that fit the search parameters.

A search query in Advanced Search can be simple or complex. Any simple query can be identified if the Basic Search button, at the right end of the search box, is activated. By clicking Basic Search, the filters will automatically convert to basic, which means that the search criteria and results remain the same, but with the basic search filters applied. The same filters that are applied in Advanced Search can also be applied from Basic Search.

An example of a simple search query is:

Evaluator = "[agent_name]" AND "Has Passed" = Yes

A complex query can be identified if the Basic Search button is not activated. By hovering the mouse over the deactivated Basic Search button, it will show the following information: “Search query is too complex.” This means that not all filters applied in the Advanced Search can be found in, and therefore, converted to Basic Search.

An example of a complex search query is:

Evaluator = "[agent_name]" AND Score > 50

Keep in mind that any Basic Search can be converted to an Advanced Search query, however not all Advanced Search queries can be converted to Basic Search.

To clear the query and reset the results to default, delete all the information in the advanced search box and press Enter.

Drag and Drop Columns

The details from the evaluations list are grouped into many columns arranged in alphabetical order: Evaluated Date, Agent ID, Agent Name, Evaluator, Template Name, Total Points, Possible Points, Consistency Points, Score, Status, Supervisor, Trainer, Main Group, Updated By, Updated Date, Calibrated, Time Spend, ID, GUID, VCC Transaction ID. You can rearrange all the columns, using drag and drop in the Page Columns section of the Settings Page.

Just like tabs, columns can also be rearranged at your convenience.

Click the first column and drag it to the middle of the columns on the page. Columns will be rearranged instantly.

Click the last column and drag it to the middle of the columns on the page. Columns will be rearranged instantly.

To save columns in this order click Save in the upper right part of the page. The application will display the confirmation message, “Tabs saved successfully!”

Slide Out Panel

Click on an evaluation and the page becomes divided. The Agent Name and the Caller Name or Caller ID are displayed on the left upper corner of the page. The main function of Slide Out Panel is to display the evaluation details. You can switch between Calls Details, Evaluations Details, Notes, Attachments or Video views. From the left side of the window click the specific button for the section you want to concentrate on.

Click the Actions Menu button from the right upper corner. The menu offers the following options: Edit Evaluation, Delete, Open Single Evaluation Report, Go to Call and Download.

Edit Evaluation

The main function of this feature is editing evaluations you choose. The evaluations are completed using templates you can create and edit using the QA Template Editor, located on the Settings Page. Click on Edit Evaluation option to start editing the evaluation in a new page. 

Edit Evaluation Process

Select an evaluation from the list and open the Edit Evaluation page. The template content is displayed in the window. Change answers for the questions you want. You can see that the timer starts counting adding your work to the total duration. The are four questions types you can find in templates. The simple Yes or No question type will have two possible answers and you can choose only one of them. Usually the "yes" answer gives the agent all the points for the question and the "no" answer gives no points, but that is customizable. Single Choice Questions have multiple answers but only one answer can be selected. You can recognize this type of question in the evaluation form, as the answers have radio buttons. The Multiple Choice questions have multiple answers and each one of them can be selected in the evaluation process. You can recognize them by the check-boxes. Scale questions require an answer within a measurable interval. You can recognize a scale question in the evaluation form as it has a dragable horizontal bar that you can drag to establish the desired level.

There will be templates that have a comment icon next to a question or next to the name of the template. Wherever you see that icon, you can add a comment or edit an existing one. Click the icon and an editable text box will appear on the screen. There you can enter your comment. You can save default comments. All the comments will be displayed in the evaluation report. You also have the option to add @mentions in your comments. Let's say you are a QA team member and you evaluate an agent's call and you want to consult the agent's supervisor regarding something the agent said. You simply have to open the comment field and type @ followed by the first letters of the supervisor's e-mail address and simply select the person you want from the populated list. Add the information you want the supervisor to read. When you save the evaluation, an e-mail will be sent to the supervisor's inbox displaying the information you typed in and a button that redirects the user to exactly where the comment was added.

After you have chosen the answers and added notes to questions or the template (if applicable), click Save in the upper right hand side of the page in front of the Delete button. A confirmation message with the scoring for the evaluation will be displayed, highlighted in green at the bottom of the page. Select the drop-down menu below the Quality Assurance header. In the Completed section you will find your evaluation.

You can also delete evaluations. Click an evaluation from the Completed section. Evaluations open in the QA window with the answers selected by the auditor. Next to the drop-down menu you will see the score of the evaluation. Click Delete found between Save and Download in the upper right hand side of the page. The following prompt will be displayed: “Are you sure you want to delete this Evaluation?” and the options Delete and Cancel. Click Delete. You will see the “Evaluation deleted successfully!” message highlighted in green on the bottom of the page. The evaluation that was previously deleted will no longer show up in the evaluations list.

There are different types of evaluations you can complete depending on the template you want to use. For example, if the template contains sections with nested questions, when you start to evaluate the call, the nested questions will be displayed only if the parent question you chose belonged to the parent. For example, let’s say that we have the parent question: “Did the agent use the caller’s name?” and the answers “yes” and “no.” If the answer we choose is yes, the nested child question will be displayed: “How many times?” If we chose "no," the nested child question will not show because it has no logical reason to do so and the evaluation will show the next question.

Evaluation Details

Evaluation Details displays information about the evaluator, date and ID. Other information the user can see are related to the time spent, the template used to score the user, score, status, consistency points and the calibration.

Attachments

Attach files on evaluations by simply clicking the Evaluate Call or Edit Evaluation buttons from Slide Out Panel. The New Evaluation, respectively Edit Evaluation pages are displayed. You can upload any kind of files: video, audio or documents. The files' size needs to be less or equal to 10 MB. Click the Attach Files button and choose the file you want to upload. If the file size is larger than 10 MB a message: "The 'name' (size) file is larger than the maximum allowed (10 MB)" is displayed, highlighted in yellow at the top of the page. If you want to attach a file that was already attached, the message: "File 'Name' is already attached" is displayed, highlighted in yellow at the top of the page. This function also allows you to upload files with the same name but different content.

Ex: Step 1: Upload a file named "Report"

      Step 2: Upload another file named "Report". This file is saved and renamed "Report (1)"

All the uploaded files can be downloaded or deleted. Click the Menu button that's next to each uploaded file and choose to download or delete the file.

Delete Evaluation form Edit Evaluation Page

Click the Delete button from the right upper corner of the page. A message will appear on the screen in a pop-up window, "Are you sure you want to delete this Evaluation?". Click Delete. The following confirmation message will be displayed, "Evaluation deleted successfully!" highlighted in green on the top of the page and you are redirected to the Search Evaluations page.

Delete

Click the Delete option to delete the evaluation. A message will appear on the screen in a pop-up window, "Are you sure you want to delete this Evaluation?". Click Delete. The following confirmation message will be displayed, "Evaluation deleted successfully!" highlighted in green on the top of the page.

Open Single Evaluation Report

Click this option and the application displays in an elegant, HTML format all the evaluations details. The questions, answers, comments, hints, notes, and overall comments are displayed on the printable report, on which results are very easy to read.

The report can be accessed directly in the reports drop-down in evaluations page or it can be viewed by the user in the evaluation screen. Just save the evaluation and the button becomes enabled and the report can be viewed.

All reports, except for Single Evaluation Report and Calibrated Evaluation Report, can be exported in Excel format, using the Export button, located in the right upper hand corner of the page. The Excel file downloads locally and it can be edited and printed.

Go to Call

Click this option to open the evaluated call in the Search Calls page. This page gives you the option to listen to the call for which the selected evaluation has been completed and analyze the metadata attached to it (sound and video files).

In the Search Evaluations page you have access to the Timeline and Media Controls at the bottom of the page.

Download

Click Download option in order to download an mp3/mp4 file containing a recording of a call.

Call Details

Call Details displays information about the call direction and informs the user if the evaluated call is transcribed. Other information the user can see are related to the Caller, Call Date and the Duration.

Speech & Transcript

The Speech & Transcript section displays the full transcription. Users can identify keywords or phrases said by agents or customers by simply running an Advanced Search query. The searched keywords or phrases will show up in bold as part of an in-context preview below each call record match found. opening up the Slide Out Panel, by clicking on "Read More", will bring the user the transcription with all the matched keywords or phrases bolded.

Evaluation Details

Evaluation Details displays information about the evaluator, date and ID. Other information the user can see are related to the time spent, the template used to score the user, score, status, consistency points and the calibration. Below are shown two buttons: Open Single Evaluation Report and Edit Evaluation.

Open Single Evaluation Report

Click this option and the application displays in an elegant, HTML format all the evaluations details. The questions, answers, comments, hints, notes, and overall comments are displayed on the printable report, on which results are very easy to read.

The report can be accessed directly in the reports drop-down in evaluations page or it can be viewed by the user in the evaluation screen. Just save the evaluation and the button becomes enabled and the report can be viewed.

All reports, except for Single Evaluation Report and Calibrated Evaluation Report, can be exported in Excel format, using the Export button, located in the right upper hand corner of the page. The Excel file downloads locally and it can be edited and printed.

Edit Evaluation

The main function of this feature is editing evaluations you choose. The evaluations are completed using templates you can create and edit using the QA Template Editor, located on the Settings Page. Click on Edit Evaluation option to start editing the evaluation in a new page. 

Edit evaluation process

Select an evaluation from the list and open the Edit Evaluation page. The template content is displayed in the window. Change answers for the questions you want. You can see that the timer starts counting adding your work to the total duration. The are four questions types you can find in templates. The simple Yes or No question type will have two possible answers and you can choose only one of them. Usually the "yes" answer gives the agent all the points for the question and the "no" answer gives no points, but that is customizable. Single Choice Questions have multiple answers but only one answer can be selected. You can recognize this type of question in the evaluation form, as the answers have radio buttons. The Multiple Choice questions have multiple answers and each one of them can be selected in the evaluation process. You can recognize them by the check-boxes. Scale questions require an answer within a measurable interval. You can recognize a scale question in the evaluation form as it has a dragable horizontal bar that you can drag to establish the desired level.

There will be templates that have a comment icon next to a question or next to the name of the template. Wherever you see that icon, you can add a comment or edit an existing one. Click the icon and an editable text box will appear on the screen. There you can enter your comment. You can save default comments. All the comments will be displayed in the evaluation report. You also have the option to add @mentions in your comments. Let's say you are a QA team member and you evaluate an agent's call and you want to consult the agent's supervisor regarding something the agent said. You simply have to open the comment field and type @ followed by the first letters of the supervisor's e-mail address and simply select the person you want from the populated list. Add the information you want the supervisor to read. When you save the evaluation, an e-mail will be sent to the supervisor's inbox displaying the information you typed in and a button that redirects the user to exactly where the comment was added.

After you have chosen the answers and added notes to questions or the template (if applicable), click Save in the upper right hand side of the page in front of the Delete button. A confirmation message with the scoring for the evaluation will be displayed, highlighted in green at the bottom of the page. Select the drop-down menu below the Quality Assurance header. In the Completed section you will find your evaluation.

You can also delete evaluations. Click an evaluation from the Completed section. Evaluations open in the QA window with the answers selected by the auditor. Next to the drop-down menu you will see the score of the evaluation. Click Delete found between Save and Download in the upper right hand side of the page. The following prompt will be displayed: “Are you sure you want to delete this Evaluation?” and the options Delete and Cancel. Click Delete. You will see the “Evaluation deleted successfully!” message highlighted in green on the bottom of the page. The evaluation that was previously deleted will no longer show up in the evaluations list.

There are different types of evaluations you can complete depending on the template you want to use. For example, if the template contains sections with nested questions, when you start to evaluate the call, the nested questions will be displayed only if the parent question you chose belonged to the parent. For example, let’s say that we have the parent question: “Did the agent use the caller’s name?” and the answers “yes” and “no.” If the answer we choose is yes, the nested child question will be displayed: “How many times?” If we chose "no," the nested child question will not show because it has no logical reason to do so and the evaluation will show the next question.

Attachments 

Attach files on evaluations by simply clicking the Edit Evaluation button. The Edit Evaluation page is displayed. You can upload any kind of files: video, audio or documents. The files' size needs to be less or equal to 10 MB. Click the Attach Files button and choose the file you want to upload. If the file size is larger than 10 MB a message: "The 'name' (size) file is larger than the maximum allowed (10 MB)" is displayed, highlighted in yellow at the top of the page. If you want to attach a file that was already attached, the message: "File 'Name' is already attached" is displayed, highlighted in yellow at the top of the page. This function also allows you to upload files with the same name but different content.

Ex: Step 1: Upload a file named "Report"

      Step 2: Upload another file named "Report". This file is saved and renamed "Report (1)"

All the uploaded files can be downloaded or deleted. Click the Menu button that's next to each uploaded file and choose to download or delete the file.

Hide/Show Comments

Next to the Open Single Evaluation Report is displayed Hide/Show Comments. You can choose to see or not the questions comments by simply clicking the Hide Comments button, respectively the Show Comments button. 

Attachments

The Attachments section shows information about the attached files, the name and the size. The uploaded files can be downloaded. Click the Download button that's next to a file and the file downloads locally.

Notes

The Notes section displays information about the note, the user who wrote it and the date when the note was added on the timeline. The Notes section also has the Actions Menu button. Click on it to display the available actions: Show Notes and Delete.

Click Show Notes and the Timeline expands and shows the note.

Click the Delete option. A message will appear on the screen in a pop-up window, "Are you sure you want to delete this Note?" and the options "Delete" and "Cancel" below the question. Click Delete. The following confirmation message will be displayed, "Note deleted successfully!" highlighted in green on the top of the page. 

Video

You can watch the video file for the selected call in the Video panel. Zoom in and drag the window to concentrate on the elements you want to analyze. 

Context Menu

The right-click menu offers the following evaluation features: Copy Current Row, Copy Current Field and Delete.

Delete

To delete an evaluation from the context menu, click Delete. The following confirmation message will be displayed: “Are you sure you want to delete this Evaluation?” Click Delete. The following confirmation message will be displayed: “Evaluation deleted successfully!”

Timeline

Click Hide/Show Timeline located at the bottom of the screen, to show or hide the timeline. The function is available on the Search Evaluations Page and Search Calls Page and is designed for user convenience. If you want to find a particular call on the Search Evaluations Page, you can click the call and click Show Timeline to listen to the call without opening it in a new page.

The timeline contains a series of useful elements displaying important information for the auditor. The first row displayed on the left side of the timeline is Events forward/previous. The next row contains the Caller ID buttons followed by the Agent Name forward/previous buttons.

The Events forward/previous buttons allow the user to bounce from one call event to the other, a feature that might be useful for long calls. The call events you can move between are Notes and Call Sub-Events. For some calls, the auditor might be interested in just a specific phrase, and place a note on the timeline in the specific point of the call when the phrase is said. Once the note is saved, the next event arrow will jump to the desired section of the interaction.

Call Sub-Events are displayed on the timeline to help the user easily identify the hold periods. This means that the timeline shows all the states the call passes through, from recording to complete.       

Caller ID and Agent Name forward/previous buttons have the same functionality, but the events they move between are different. Caller ID and Agent Name forward/previous arrow functions are enabled when the calls are transcribed. In this case, the person who is listening to the call has the option to move from one transcribed phrase to the next or previous one. 

Timeline Scrubber

The scrubber is the progress tab display located at the base of the timeline. Using the scrubber you can move from one point of the interaction to another by clicking on the desired time.

The scrubber has a feature called Bird’s Eye, which allows you to control exactly where you are on the Timeline. When the evaluated call is longer than the length of the screen, Bird’s Eye enables the area you are seeing to become highlighted in blue.

Timeline Filter

The Timeline Filter is very useful for the auditor to identify key words on the timeline. It is located on the upper bar next to Show/Hide Timeline button.

If the word entered in the filter is repeated, it is highlighted in all the timeline channels, with no exception. To move from one highlighted word to the next, you can click the Next and Previous buttons next to the Filter. This allows you to move between found words on the entire Timeline, in the order they are displayed. If you are interested in a specific channel, you can hop from one word to the next by clicking the Next and Previous buttons belonging to the respective channel.

Notes

A text box called Timestamp will appear on the screen.

Click a time stamp in the timeline. Recording stops and the notes field becomes active and ready for editing. Type your note in the Timestamp text box and click + next to the text box. The application displays the “Note saved successfully!” message highlighted in green on the bottom of the page and the note appears instantly on the top of the page with details: username, date, and time the note was added. Your note is displayed with the correct time stamp on the timeline. You can add @ Mentions in notes. Type @ followed by the first letters of the user's e-mail address and simply select the person you want from the populated list. Add the information you want the mentioned user to read. When you save the note, an e-mail will be sent to the supervisor's inbox displaying the information you typed in and a button that redirects the user to the Search Calls Page, and displays the call and the timestamp where the note was added.

You can jump from one note to the next on the timeline just by clicking on the note field. The application also shows the time and date when the note was added and the name of the agent who added the note.

You also have the option to delete a call note. At the end of each Note line there is an X button; click on it if you want to delete that note. A message will appear on the screen in a pop-up window: “Are you sure you want to delete this Note?” and the options “Delete” and “Cancel” below the question. Click Delete. The following confirmation message will be displayed: “Note deleted successfully!” highlighted in green on the bottom of the page. The note is no longer displayed for that call. Click on a note and the button Read More appears below the Delete button. Click on it and a new page is displayed. 

Notes Page

On the top of the page details about the selected call are shown: GUID, caller name, and called number. 

All the notes are shown below the caller name. The notes are displayed in the order they were written. The timestamp for each note is displayed on the left side of them. A delete button is assigned to each note. Click on it and a message will appear on the screen in a pop-up window, “Are you sure you want to delete this Note?” and the options “Delete” and “Cancel” below the question. Click Delete. The following confirmation message will be displayed, “Note deleted successfully!” highlighted in green on the top of the page. The Back to Timeline button is displayed on the right upper corner of the page. Click on it and the page redirects you to the timeline on Search Calls page.

 

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