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
- Sign in to the Zoom web portal.
- In the navigation menu, click Quality Management then Interactions
- To see your own recordings, click the My Interactions tab. To view recordings for all users within your scope, click the All Interactions tab
- Click the Interaction ID to open the detailed view for the Interaction.
- On the right-hand side, click the Performance tab
- Use the Evaluate button to score the interaction yourself.
- When prompted, select the scorecard that will be used to complete the evaluation and click Next.
- 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.
- Sign in to the Zoom web portal.
- In the navigation menu, click Quality Management then Interactions
- To see your own recordings, click the My Interactions tab. To view recordings for all users within your scope, click the All Interactions tab
- Click the Interaction ID to open the detailed view for the Interaction.
- On the right-hand side, click the Performance tab
- Click Assign the Evaluation to get another evaluator to complete the scorecard.
- Enter the following information:
- Scorecard: Select the scorecard that the evaluator will use.
- Evaluator: Select the user to assign the evaluation to.
- Due date: Select a due date for the evaluation. You can extend this due date later on.
- 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
- Sign in to the Zoom web portal.
- In the navigation menu, click Quality Management then Performance Management
- Click the Evaluations tab.
- 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.
- Click an evaluation in the Evaluation Name column to view more details on an evaluation. You will see the following information.
- 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.
- General Score section
- Evaluator: The Zoom profile display name of the evaluator.
- Score: The associated score calculated based on the answered questions.
- Updated on: The date and time the evaluation was last updated.
- 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.
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.
- Navigate to the interaction list.
- Select the radio box next to the interaction(s) you wish to use for your calibration session
- Click the Assign Calibration button to configure your calibration details
- 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.