Evaluation Overview
An Evaluation is an analysis of a single interaction by either a human or the AI in the Authenticx platform. These Evaluations consist of Modules where questions about the conversation will be answered.
When team members are responsible for completing, reviewing, or signing off on an Evaluation in the Authenticx platform, it’s important to ensure the Evaluation is properly assigned to them
Assign an Evaluation
To assign Evaluations to a team member, you must have the appropriate permissions as a manager. If you have the appropriate permissions, follow these steps to assign an Evaluation:
Navigate to Interactions.
You can filter interactions assigned to My Teams, Me, or Specific Teams. Additionally, you can select an arrival date range (when the conversation arrived on the platform) and choose to show or hide AI Score Evaluations.
Go to the Interactions assigned to your team, yourself, or a specific team to locate the interaction you want to assign.
In the Status column, you'll see whether Evaluations are Completed, In Progress, or Not Started. If the status is Not Started, the Evaluation has not been assigned yet. You can also click on the Status column to sort and display all Not Started Evaluations first.
Select the interaction(s) you want to assign by clicking the check box to the left of the Evaluation number.
Select Assign Analyst and select an analyst from the drop down.
Confirm your assignment.
You may also have the option to Unassign Analyst, Reassign Group, or Unassign Group. To complete any of these actions, select the desired option, choose the new assignment, and confirm the changes.
Request Additional Review on an Evaluation
When completing an Evaluation, you may need to escalate the Evaluation for review (perhaps from a supervisor or senior leader) before you save the Evaluation as complete. You can use the Request Review button for exactly this reason.
When you click Request Review, you will see a pop up allowing you to put in details driving your request.
The recipient will be notified and will have the chance to take a look at the Evaluation.
ℹ️ Learn more about Evaluations: