Evaluate calls

  1. Click Interactions in the top menu. A list of recorded contacts appears.

  2. Double-click the contact. The media player opens.

    NOTE   For more information on how to search for a contact with filters, see Find contacts.

  3. In the Evaluation (Unscored) panel (lower-right corner of the page), select an evaluation form from the Choose Evaluation drop-down list.

    NOTE   To open the evaluation panel in a separate window, click the undock icon . To return the form to its original place, close the window.

  4. As needed, click Play and Pause to review the contact.
  5. Complete the evaluation form.
  6. When you are finished with the evaluation, click the options icon ( upper-right corner right of the Evaluation panel).
  7. Select Complete from the drop-down menu. The Evaluation (Unscored) panel changes to Evaluation (Scored) or Evaluation (Needs Approval).
  8. Click Close (the X, upper-right corner right of the media player) to go back to the list of recordings.

For further information

  1. Click Interactions in the top menu. Recordings of your contacts appear.
  2. Click Add Filter (top left of the page). The Choose Filters window opens.
  3. In the Available column, click State.
  4. Click Update Filters. The Choose Filters window closes, and the State filter appears in the filters panel.
  5. Click State.
  6. Select Scored.
  7. Click Apply. Your scored evaluations appear.

  8. Double-click a contact. The media player opens. Information about your score is in the Evaluation panel in the bottom right corner of the screen.

  9. (Optional) Click the undock icon to open the evaluation form in another window. To return the evaluation form to its original place, close the window.

Before you can evaluate calls with QM, you need to have an evaluation form with questions that evaluators answer as they listen to a call. You can create a form from scratch, but it’s much easier to import a form and make changes to it as needed.

  1. Click this link to download our sample form to your device: basic-evaluation-form.xlsx.
  2. Click Application Management in the top menu.
  3. Click Evaluation Form Manager.
  4. Click the three dots at the top of the page.
  5. Select Import.
  6. Select the sample evaluation form you just downloaded. The imported form appears in the list.
  7. Click Edit Form (the pencil icon). The Form Preview shows you what the form will look like to evaluators as they score calls.
  8. Adjust the form to meet your organization’s needs. Advice on what you might want to change is here: Advice for evaluation forms. Instructions for how to edit forms is here: Manage evaluation forms.
  9. When you have the form exactly the way you want it, click Publish to make the form available for evaluators.

NOTE   Don’t want to import a sample form? You can also create evaluation forms from scratch. Detailed instructions for doing this are here: Manage evaluation forms.