Evaluating Quality Management interactions

Once a scorecard has been created and published, it can be used to evaluate interactions.

This article covers:

Prerequisites for evaluating interactions

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:
  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:
  5. Click an evaluation in the Evaluation Name column to view more details on an evaluation. You will see the following information.

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. Navigate to the interaction list.
  2. Select the radio box next to the interaction(s) you wish to use for your calibration session
  3. Click the Assign Calibration button to configure your calibration details
  4. 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
  5. 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.