Evaluators

• Your homepage dashboard
• Learn more about Workforce Optimization with TIP
• Configure notifications

• Introduction
• Evaluate a contact
• Work with contacts assigned to you
• Search for specific contacts (use filters)
• Customize the columns on the Interactions page
• Flag a contact

• Access contacts assigned to you
• Find contacts
• Customize the columns on the Interactions page
• Play contacts
• Download contacts on demand
• Skip forward and back in a recording
• Listen to an audio contact
• About silence and talk over events
• Watch the screen capture of a contact
• View agent actions for a contact
• View data associated with a contact
• Edit custom metadata associated with a contact
• Read an email contact
• Read a text contact
• Read a chat contact
• View the overview of a chat contact
• Read the summary of a contact
• Read the transcription of an audio recording
• How Text Search syntax works
• View phrase analytics for a contact
• View the sentiment for a contact
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• Tag a contact
• Mark contacts for training or HR
• Mark a contact for calibration
• Export a contact

• Assign review, evaluations, and calibrations automatically
• Automate QM workflows
• Assign review, evaluations, and calibrations manually
• Calibrate evaluators

• Manage evaluation forms
• Advice for evaluation forms
• Configure KPIs

• Collect QM performance data for gamification
• Configure gamification levels for QM
• Manage gamification performance categories for QM
• Configure gamification points for QM

• QM standard reports

IMPORTANT   Performance Coaching is not currently available for purchase.

• View a single agent’s performance
• View a team’s performance
• View performance for the whole organization
• Create a coaching session
• Follow up on completed performance goals
• Manage Performance Coaching metrics and behaviors