Evaluation flags and folders
The system comes with two predefined evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. flags Tracking mechanism in the Interactions and Analytics application that marks interactions and evaluations, to indicate that these entities need further attention and follow-up actions.: Forward to employee and Requires Attention.
Forward to employee flag
The evaluation and its related interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. are forwarded to the evaluated employee for follow-up and feedback. Once you assign this flag, you can activate a feedback session with the evaluated employee to discuss the performance of an employee.
Items are pushed to folders as follows:
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Evaluation and interaction are pushed to your Forwarded to Employee folder, where only you can view the items.
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Evaluations are pushed to the evaluated employee My Evaluations folder, where only the employee can view the items.
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Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. (except for external interactions) are pushed to the employee My Interactions folder, where only the employee can view the items.
Requires Attention flag
The evaluation and interaction are pushed to the predefined Require Attention folder. All users assigned with this folder can access this evaluation.