When a quality plan
A tool for quality assurance. It samples random interactions based on filters you define, and sends those interactions to evaluators for review. assigns you an interaction for evaluation, you can play the interaction and open the associated evaluation form A collection of questions used to evaluate agent interactions. directly from your Evaluation Tasks page.
When the evaluation form has auto-response rules configured for questions, QM automatically responds to these questions. You can play the interaction, review the responses in the evaluation form, and change them if needed.
To evaluate interactions:
- Click the app selector
and select My Zone. -
Click Evaluation Tasks.
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Click on the interaction you want to evaluate.
The player and the form open in new windows.
If one of the windows does not open, ensure you have enabled your browser's pop-ups.
If the form has auto-response rules configured for questions, QM automatically responds to these questions.
List of responses
ICONS
Details
Auto response—There's a matching category associated with the interaction.
No response—There's no matching category associated with the interaction.
Conflict—There's a conflict.
When the interaction contains categories that match with more than one category configured for different answer choices, then there is a conflict.
If a Yes/No question is configured with a default answer of No, the system automatically returns No whenever no conditions are met for a Yes response.
For example, consider the categories Agent is polite and Agent is helpful, both configured to trigger a Yes response, with no categories configured for No. If an interaction does not match either of the Yes categories, the system automatically assigns No as the response.
If the question is not configured with a default answer of No, and none of the Yes criteria are met, the result is No response.
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You can playback the interaction, review the answers to the questions on the form and re-evaluate the response.
The score will be generated automatically as you answer the questions.
You can add a comment on any of the questions. These comments will be visible to anyone viewing the evaluation.
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Once you have completed the evaluation, you can either:
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Click Save as Draft to save the revisions you did to the form. The auto responses from the system will be overwritten.
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Click Close to not save your changes and retain the responses from the system.
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Click Send to Agent to complete the evaluation.
Depending on the evaluation workflow defined in the form, the evaluation may or may not go to the agent.
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