To complete an Evaluation, at a high-level, you will:
Review the Interaction Details and make updates to that information as needed
Listen to the audio of the call, review the transcript, or review the chat interaction, answering the module questions as you go
Make clips that will serve as examples for why you answered questions the way you did, and add tags to those clips to tie them to the right Evaluation questions.
Once done, request a review if needed before submission, or Save As Complete!
Review the following to learn how to effectively complete an Evaluation.
Complete Modules
Complete Modules
The core of the Evaluation Form is Modules, which are made up of predefined questions. When answered and saved, these modules:
Add structure to the interaction, allowing users to report on module scores and question responses at scale
Provide a jumping off point for coaching agents
Allow you to assess agent quality, compliance, and more
Can trigger Workflows, wherein certain question responses or module scores trigger an escalation and review process
If there are multiple Modules to complete, they’ll be listed at the top of the Evaluation form.
Key Components of Evaluation Questions
Required questions will have a red asterisk (*) next to them.
Information icons may be hovered over to reveal helper text for assessing a question.
Smart Predict: An answer to a module question based on the classification of data from a specified Classifier, AI Model, or a piece of metadata. If this has been configured, the Smart Predict symbol will be next to some/all of the module questions.
You can leave the question alone if you agree with the Smart Predict answer, or edit the answer to better reflect their interaction assessment. If an user selects a different answer, the Smart Predict symbol will disappear.
ℹ️ Learn more about Smart Predict.
To the right of the module question, users will see a Pencil Icon, a Quote Icon, and a Flag Icon.
The Pencil Icon generates a free-text field for users to add contextual notes. These are reportable fields and can add an extra layer of detail to explain answer selections.
The Quote Icon generates a dropdown selector for users to add one or more of their audio/text clips for contextual information.
The Flag Icon is the Answer Alert feature. Answer Alert is a reportable field Reporting, in the Signals Domain. Organizations can choose how they wish to use this feature, though many choose to use it to easily surface instances of outstanding agent behavior and/or caller reaction.
Create Clips
Create Clips
Clips are extremely useful, for a number of reasons:
You can add them to Evaluation questions to demonstrate specific examples/rationale for your answer(s).
Once created, they’ll be available in the Montage Library. From here, clips can be added to montages to socialize internally, glean insights from the voice of the customer, or leverage for trainings.
ℹ️ Learn how to create and name a Clip.
Tag Clips & Add Clips to Questions
Tag Clips & Add Clips to Questions
When it comes to tagging clips and adding clips to questions, you have two different options: you can manually add the tags and clips to the Evaluation, or you can auto-sync tags with the Evaluation.
Manually Add Tags and Clips to the Evaluation
Manually Add Tags and Clips to the Evaluation
At the top of the Clips panel, you’ll notice the option to toggle Sync tags with the Evaluation on or off. By default, this is toggled on. If you choose to toggle this off, then you will need to add clips and tags to their corresponding Evaluation Questions manually.
Without auto-sync on, you will:
Use the Add Tag(s) menu on the clip to select the tag that corresponds to the relevant Evaluation Question.
Navigate to that Evaluation Question, use the quote icon next to the question to add the clip to that question.
When relevant, use the Add tag(s) menu to add the same tag directly to the Evaluation Question.
Auto-Sync Tags with the Evaluation
Auto-Sync Tags with the Evaluation
At the top of the Clips panel, you’ll notice the option to toggle Sync tags with the Evaluation on/off. By default, this is toggled on.
What does this mean? Basically, you can add all your clip tags on the Clips section, and we’ll automatically add the clips & tags to the correct Evaluation Question! When turned on:
Tags that you add to your clips are tied to specific Evaluation questions.
When you add a tag to a clip in the Clips panel, that tag and that clip will automatically be added to the correct Evaluation Question.
Likewise, if you remove a tag from a clip in the Clips panel, that tag will be removed from the corresponding Evaluation Question.
You’ll still need to select the answer/score for the Evaluation Question. Changing the answer/score for the Evaluation Question will automatically update the tags on any associated clips.
More Detail on how Auto-Sync works
More Detail on how Auto-Sync works
For all Evaluation Question Types except Tag Response Questions, the below will outline how this functionality works. Tag response question types behave a bit differently, and those differences will be spelled out separately, after explaining the capability for the other question types.
Overview
Adding and removing clips/tags works in one direction: If you add or remove tags in the Clip view, it will add/remove those tags on the Evaluation Question. However, if you add or remove tags from the Evaluation Question, it will not add or remove those tags in the Clip view.
There is no automation for scoring the Evaluation Question (except tag response question types, because the tag is the answer in that case). Only users can select what the score for the question is.
Updating the Evaluation Question Score will automatically update the tags on associated clips to match the score.
Tagging Clips on the Clips View
When a user adds a tag to a clip in the Clips section of the Evaluation page:
The tag AND the clip are both added to the corresponding Evaluation Question automatically.
The user will be navigated to that Evaluation Question automatically, and will see a “success” message at the top of the screen.
This action will never change the Score/Answer of the Question (i.e., DNM, PM, etc.).
Removing Tags From Clips on the Clips View
When a user removes all tags for a specific Evaluation Question from the clip in the Clips section of the Evaluation page:
The tag AND the clip will both be removed from the Evaluation Question automatically.
This action will never change the Score/Answer of the Question (i.e., DNM, PM, etc.).
Removing/Changing Tags From the Evaluation Question
If you add or remove clips or tags from the Evaluation Question, it will not change the tags on the associated clips.
If you add or remove a tag directly on the Evaluation question, it will not add or remove any tags on the associated clips.
If you remove a clip from the Evaluation question, it will not remove the tag from the clip.
This action will never change the Score/Answer of the Question (i.e., DNM, PM, etc.).
Scoring Evaluation Questions
The only way to change a Score/Answer on the Evaluation Question is for the user to select the Score themselves. This is never impacted automatically by adding/changing clips or tags.
When a user updates the Score/Answer on the Evaluation Question:
If there are already tags / clips associated to the Evaluation question, those tags will automatically update to match the appropriate Score/Answer (i.e., if you originally tagged it as a PM tag, and then change the Evaluation Question Score to DNM, the tag on the clip will automatically change to the DNM tag).
If there are no tags / clips associated, and the user scores the Evaluation question FIRST and THEN adds tags afterwards, those tags will not automatically update to match the Evaluation question score. The user needs to change the Score/Answer after the tagged clips are added in order to update the tags on the clips.
To reiterate: Updating the Score/Answer will update the tags on clips, but changing the tags on clips will NEVER impact the Question Score/Answer, except on Tag Response Question Types.
The Exceptions: Tag Response Question Types
Below, we will outline the differences in behavior for tag response question types.
Single Tag Response Question Types
Adding a tag to the Clip in Clips View will still add the tag to the Evaluation Question.
If you add a second tagged clip, the new tag will replace the previous tag on the Evaluation Question.
If you change the tag on the Evaluation Question, it will update the tag(s) on any associated clips to match that tag on the Evaluation Question, because changing these tag(s) is equal to changing the SCORE.
For Tag Response Question Types, the Tag IS the Question Score/Answer, which means that tagging a clip to that question type effectively “automates” the Score.
Multi-Tag Response Question Types
Adding a tag to the Clip in Clips View will still add the tag to the Evaluation Question.
If you add a second tagged clip, the new tag and clip will be added in addition to the previous tag.
If you remove all tags for a single clip from the Clips View, the clip will automatically be removed from the Evaluation Question, however, the tag will not be removed from the Evaluation Question. The user would need to manually remove the clip tag from the Evaluation Question, if desired. This is because multiple clips might be associated with this tag response, with the same tag.
If you change the tag(s) on the Evaluation Question, it will not change any tags on the associated Clips in Clips View.
Complete the Evaluation
Complete the Evaluation
Request Review
When completing an Evaluation, you may decide that you’d like a second opinion, perhaps from a Team Lead or Senior Leader, before you save the Evaluation as complete. In this case, you can select Request Review and input the reason for your request, the recipient, and additional notes. The recipient will be notified that their attention has been requested on the Evaluation.
Save & Save As Draft
At any point while completing an Evaluation, you can Save As Draft to save your progress and come back to it later. Please note that work done on an Evaluation does not automatically save. For longer calls that may take longer to assess, we recommend saving as a draft periodically. Or, if you’re done, click Complete!
ℹ️ Learn more about Evaluations: