Quality Evaluation
From the Quality panel of an interaction, supervisors can evaluate the quality of service provided using the Quality Models configured for the campaign.
To perform, edit, or delete evaluations, the user must be a Super user or have a Profile with the Evaluation permission.
How to evaluate an interaction?
- Once inside the interaction, click the Quality button located in the top-right corner to open the Quality panel.
- A new section will appear where you must select the interaction segment to evaluate and the model to apply.
A segment represents a part of the interaction. If there were transfers between users or campaigns, multiple segments will be shown, each identified by the participant's name and the corresponding campaign.
- Evaluated - Campaign: lists all the segments associated with the interaction. Agents are shown with their profile picture; bots and IVRs are shown with a bot icon and their name.
- Model: once the segment is selected, choose the Quality Model to use for the evaluation.
Only Quality Models that have been previously associated with the campaign in its configuration will appear.
- Once the segment and model are selected, the categories and questions defined in the model will be displayed. Assign answers based on the configured options, this determines the final score, and add comments if needed.
What segments can be evaluated?
You can evaluate any segment of an interaction, regardless of whether it was handled by a agent, a bot, or an IVR. This allows you to audit the full interaction flow, including automated stages.
- Agents: shown with their profile picture and name.
- Bots and IVRs: shown with a bot icon and the bot or IVR name.
Viewing evaluations
When an interaction has at least one evaluated segment, the results are shown in the same interaction view.
Available actions on an evaluation
By clicking the 3-dot menu on an evaluation, you can perform the following actions:
- View details: access the full evaluation summary, including all answers and scores.
- Download: export the evaluation as a PDF, including all questions, answers, and the final score.
- Edit: modify the answers if needed.
- Delete: remove the evaluation in case of an error or duplication.
Things to remember
- A segment cannot be evaluated by the same user who handled it.
- A user can only evaluate an interaction if they have the required permissions.
- Segments with no assigned participant cannot be evaluated.
For more information about Quality Models and how to configure them, see the Quality Models guide.