How to fill an evaluation?
Roles, that can do this: Agents (If given rights), Team leaders, Coaches, Unit supervisors, Management and Admin -users.
Easiest way to start filling evaluations is to to go to Do evaluations -page from the left navigation bar.
Choose the profile for whom you want to fill the evaluation.
Choose the form you want to use and click it.
TIP: You can also go to Do evaluations* -page from the front page by clicking the first box, where there are the overall amount of evaluation filled.
You can change the evaluation date from the "Even date", if you want to. Please notice, that if you change the date to be another month than current, it will not be visible on front page.
Fill and select the possible dimensions.
Then start the evaluation. Normally the form has sections and under the sections there are the evaluation questions.
The questions might have information behind it, you can see this by putting a cursor to the info icon next to the question.
Under the question there might be a text field where you can write text for example feedback. Agents will see these texts if they have rights to QualityDesk.
Each question has the evaluation buttons, that will give points, zero or minus points. Each points are transferred to percentage. One form can be up to 100%.
There might also be Bypass -option on the section or in the question. If you select Bypass in the section, it will remove the section and the questions under it away from that evaluation. If you Bypass a question, it will be off from the evaluation. Both options will also lower the maximum points.
Evaluation question might be Critical. This means, that if you give a zero from the question, the whole form will be zero, no matter how you evaluate the other questions.
At the end of the form, there are to text fields: Comment and Feedback. The Comment field is for supervisor-level users to put down their own notes. They are not visible for the Agent. The Feedback field is to write down a feedback summary. Please notice, when the Agent is filling a form, he/she will not see a Comment field.
If the Agents have logins to QualityDesk, they can see all the evaluations in real-time, excluding the Comment field.
How to fill evaluations
Easiest way to start filling evaluations is to to go to Do evaluations -page from the left navigation bar.
Choose the profile for whom you want to fill the evaluation.
Choose the form you want to use and click it.
TIP: You can also go to Do evaluations* -page from the front page by clicking the first box, where there are the overall amount of evaluation filled.
Filling an evaluation form
You can change the evaluation date from the "Even date", if you want to. Please notice, that if you change the date to be another month than current, it will not be visible on front page.
Fill and select the possible dimensions.
Then start the evaluation. Normally the form has sections and under the sections there are the evaluation questions.
The questions might have information behind it, you can see this by putting a cursor to the info icon next to the question.
Under the question there might be a text field where you can write text for example feedback. Agents will see these texts if they have rights to QualityDesk.
Each question has the evaluation buttons, that will give points, zero or minus points. Each points are transferred to percentage. One form can be up to 100%.
There might also be Bypass -option on the section or in the question. If you select Bypass in the section, it will remove the section and the questions under it away from that evaluation. If you Bypass a question, it will be off from the evaluation. Both options will also lower the maximum points.
Evaluation question might be Critical. This means, that if you give a zero from the question, the whole form will be zero, no matter how you evaluate the other questions.
At the end of the form, there are to text fields: Comment and Feedback. The Comment field is for supervisor-level users to put down their own notes. They are not visible for the Agent. The Feedback field is to write down a feedback summary. Please notice, when the Agent is filling a form, he/she will not see a Comment field.
If the Agents have logins to QualityDesk, they can see all the evaluations in real-time, excluding the Comment field.
Updated on: 14/07/2022
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