Evaluating Quality Management interactions

Once a scorecard has been created and published, it can be used to evaluate interactions. Completed evaluations can be reviewed and utilized to monitor and track agent performance, identify weak points and strengths, and find opportunities for growth.

Requirements for evaluating interactions

• Account owner or admin privileges; or relevant role/privilege (such as the Evaluator default role)
• Quality Management license
• Zoom Contact Center license
  Note: Only the voice and video channels are supported in Quality Management.
• Zoom Contact Center voice or video recording enabled

How to evaluate an interaction yourself

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management then Interactions
3. To see your own recordings, click the My Interactions tab. To view recordings for all users within your scope, click the All Interactions tab
4. Click the Interaction ID to open the detailed view for the Interaction.
5. On the right-hand side, click the Performance tab
6. Use the Evaluate button to score the interaction yourself.
7. When prompted, select the scorecard that will be used to complete the evaluation and click Next.
8. When you submit the evaluation, the final score will be displayed in the Performance tab.

How to assign an evaluation to another user

Note: Users who are assigned an evaluation will receive an email containing a link to the interaction to be scored.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management then Interactions
3. To see your own recordings, click the My Interactions tab. To view recordings for all users within your scope, click the All Interactions tab
4. Click the Interaction ID to open the detailed view for the Interaction.
5. On the right-hand side, click the Performance tab
6. Click Assign the Evaluation to get another evaluator to complete the scorecard.
7. Enter the following information:
   • Scorecard (Optional): Select the scorecard that the evaluator will use.
   • Evaluator: Select the user to assign the evaluation to.
   • Due date (Optional): Select a due date for the evaluation. You can extend this due date later on.
8. Click Confirm.
   When the evaluator submits the evaluation, the final score will be displayed in the Performance tab.

How to view created and assigned evaluations

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management then Performance Management
3. Click the Evaluations tab.
4. Click one of these tabs:
   • All Evaluations: View evaluations created across your account
   • Created Evaluations: View evaluations that you submitted.
   • Assigned Evaluations View evaluations that have been assigned to you to complete.
   • Note: If you evaluated an interaction yourself (in other words, it wasn’t assigned to you), the submitted evaluation appears on all tabs.
5. Click an evaluation in the Evaluation Name column to view more details on an evaluation. You will see the following information.
6. Evaluation Info section
   • Interaction ID: Click the ID to review the interaction.
   • Agent: The Zoom profile display name of the agent that is assigned to the interaction.
   • Evaluation Creator: The Zoom profile display name of the user that submitted the evaluation.
   • Due Date: The due date set if the evaluation was assigned. If you’re the creator of the evaluation, you can click Extend to extend the due date.
   • Date Created: The date that the evaluation was submitted by the evaluator.
   • Scorecard: The name of the associated scorecard used to determine questions and scoring.
7. General Score section
   • Evaluator: The Zoom profile display name of the evaluator.
   • Score: The associated score calculated based on the answered questions.
   • Time Completed: The date and time the evaluation was completed.
   • Status:
     • Completed: The evaluator submitted their evaluation.
     • Pending: There is a pending agent dispute for this evaluation
     • Active: An evaluation has been assigned, but has not yet been completed
     • Expired: The evaluation’s due date has passed and no evaluation was completed.
   • View Detail: Click this to view the completed scorecard.

How to create a calibration session

Calibrations are used to ensure your evaluators are using scorecards consistently. In a calibration, evaluators are tasked to evaluate the same interaction with the same scorecard so the results can be compared.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management then Interactions
3. Click the box next to the interaction(s) you wish to use for your calibration session
4. Click the Assign Calibration button to configure your calibration details
5. Choose the Scorecard, Evaluators, Due Date (Optional), and the Minimum Percentage of Evaluations required to be completed in order to consider the calibration session complete.
   Evaluators assigned to the Calibration session will be notified via email and can see their Assigned Calibrations in Quality Management > Performance Management > Calibrations > Assigned Calibrations.