QEval New UI User Manual

My Evaluation

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:

 
My Evaluation  page will be displayed as shown below:
 
 
This page displays the list of all the evaluations. One can search for specific evaluations by setting some filters.
 
 

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.

 
The following screen appears:
 
The page displays search criteria based on which one can search for a particular evaluation.
 

Screen Elements

Description

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.

Date Type
  • Evaluation Date: Select the radio button to search on the basis of the Evaluation date.
  • Call/Chat Date: Select the radio button to search on the basis of the call/chat date.
  • Modified Date: Select the radio button to search on the basis of the evaluation form modified date.

Score

Enter the score range based on which the evaluation should be searched

  • From: Enter score from number.
  • To: Enter score to number.
Review
  • Not Reviewed: Select the radio button to view the evaluations with a Not Reviewed status.
  • Reviewed: Select the radio button to view the evaluations with a Reviewed status.
  • Total: Select the radio button to view the evaluations with review and pending review status.

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.

Agents and supervisors have the ability to review evaluation forms and raise disputes by navigating to the Review/Dispute Information section located at the end of the form. This section enables agents to provide their evaluation status and supervisors to address disputes. Once both agents and supervisors have submitted their inputs, the QA Supervisor can review the details and provide final feedback by either accepting or declining the dispute.

Let’s explore each view in detail.

 

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