My Evaluation page gives all the details regarding the agent’s call/chat evaluations. It displays all the information related to reviewed evaluations, pending to review, and the total number of evaluations. The agent and supervisor can view, review and dispute on the evaluations provided for them.
To access the My Evaluation page, select My Universe > My Evaluation as shown below:
Search My Evaluation
A search evaluation functionality helps a user search for specific evaluations.
Click on the Search My Evaluation button to search for an evaluation.
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Screen Elements |
Description |
|---|---|
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Agent Name |
Select the Agent name from the dropdown list. |
|
Client Name |
Select the name of the client from the dropdown list. |
|
Program Name |
Select a program from the dropdown list which will display the Program Names as per the selection of the Client Name. |
|
Evaluation Form |
Select the evaluation form for the selected program of a client from the dropdown list. |
|
Start Date |
To set the date range, firstly, select a start date. |
|
End Date |
Select the end date. |
|
Evaluation ID |
Enter the Evaluation ID in this field based on which the evaluation should be searched. |
|
Telephone # / Session ID |
Enter telephone or session ID based on which evaluation should be searched. |
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Date Type |
|
|
Score |
Enter the score range based on which the evaluation should be searched
|
| Review |
|
To view the evaluations as per the entered search criteria, click on the 
button.
The list of evaluations will be displayed as per the set filters.
View Evaluation
Click on the View 
icon to view the complete evaluation form in the new browser tab.
The agent and supervisor can review and raise disputes on the evaluation form. Once reviewed, one can scroll to the Review/Dispute Information category at the end of the form, which allows the agent to provide the evaluation status.
Agent View
Following displayed is the Review/Dispute Information category for agents:
Configure the following fields:
- Once the evaluation form is reviewed, select the Review radio button for the Evaluation Status field. Once this option is selected, the fields will be displayed accordingly.
- Enter your name under the Electronic Signature-Name.
- Enter the date of submission of evaluation status under Electronic Signature-Date.
- To self-review the particular evaluation form, select the Self Review radio button under Self Review/Coach Review. To rate the coach, select the Coach Review radio button.
Case 1
- If the supervisor has not provided any coaching, then the agents have to click on the Self Review radio button for the field Self Review/Coach Review and submit the evaluation.
Case 2
- If the supervisor has provided the coaching, then the agent has to click on the Coach Review radio button for the field Self Review/Coach Review which will display the coaching feedback survey.
- The agent has to rate his/her supervisor’s coaching on a scale between 1 and 5, with 1 being the worst and 5 as the best.
Once reviewed, click on the 
button.
Raise Dispute
- Once the evaluation form is reviewed, and to raise a dispute for the same, select the Dispute radio button under the Evaluation Status. Once this option is selected, the fields will be displayed accordingly.
- Enter the required comments under the Agent Dispute Comments field.
- Enter your name under the Electronic Signature-Name.
- Enter the date of submission of evaluation status under Electronic Signature-Date.
- To self-review the particular evaluation form, select the Self Review radio button under Self Review/Coach Review. To rate the coach, select the Coach Review radio button.
Case 1
- If the supervisor has not provided any coaching, then the agents have to click on the Self Review radio button for the field Self Review/Coach Review and submit the evaluation.
Case 2
- If the supervisor has provided the coaching, then the agent has to click on the Coach Review radio button for the field Self Review/Coach Review which will display the coaching feedback survey.
- The agent has to rate his/her supervisor’s coaching on a scale between 1 and 5, with 1 being the worst and 5 as the best.
Once reviewed, click on the button.
Supervisor View
Following displayed is the Review/Dispute Information category for supervisors:
Configure the following fields:
- Once the evaluation form is reviewed, select the Review radio button for the Evaluation Status field. Once this option is selected, the fields will be displayed accordingly.
- Select the required option for the Supervisor Dispute Status field – Disputed, Supervisor Agree, and Supervisor Disagree.
- Enter the name under the Electronic Signature-Name.
- Enter the date of submission of evaluation status under Electronic Signature-Date.
- Once reviewed, click on the button.
Raise Dispute
- Once the evaluation form is reviewed, and to raise a dispute for the same, select the Dispute radio button under the Evaluation Status. Once this option is selected, the fields will be displayed accordingly.
- Enter the required comments under the Agent Dispute Comments field.
- Select the required option for the Supervisor Dispute Status field – Disputed, Supervisor Agree, and Supervisor Disagree.
- Enter your name under the Electronic Signature-Name.
- Enter the date of submission of evaluation status under Electronic Signature-Date.
- Once reviewed, click on the button.
Notes: On selecting Dispute evaluation status, it is mandatory to add a comment. Electronic Signature- Name and Date are mandatory fields in order to submit the evaluation status.
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