Evaluations in QM

The landing page of Talkdesk Quality Management™ (QM) “Evaluations” tab includes evaluations that have been started or completed.

Note: By default, supervisors/evaluators can only see their completed evaluations, and evaluations associated with the ring groups/queues they’re part of. To learn more about QM permissions, please check this article.

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At the top of the page, you will see the following metrics:

  • "Average score" [1]: The average of all scores calculated in the time period selected, based on the corresponding total of evaluations. The trend arrow icon compares data to a previous time period, based on the current time frame that is selected, to determine if the quality is going up or down over time. 
    • Example: If This month is selected, then the trend arrow comparison will be looking at This month and comparing this data to Last month (same/equal time period for an accurate comparison over time).  
  • "Top skill" [2]: The section on a form with the highest score, based on completed evaluations during the selected time period.
  • "Bottom skill" [3]: The section on a form with the lowest score, based on completed evaluations during the selected time period.

Note: You need at least 50 completed evaluations in order to start seeing data for the "Top Skill" and "Bottom Skill" metrics.

Below the metrics, you will see the following data: 

  • Date filters [4]: Search evaluations by their creation date, and by the date of the interaction itself. Note: Selecting the “Created on” or “Interaction date” filters will influence the results obtained in the other filters. 
  • "Agent" [5]: The name of the agent that is being evaluated. Click on the agent's name to edit drafts, and view completed evaluations and detailed scores.
  • "Queues" [6]: The ring groups associated with the agent and the call that was evaluated.
  • "Team" [7]:  The team to which the agent belonged when the evaluation was completed/submitted.
  • "Status" [8]: “Draft”, “To do”, “Review Requested”, “AI Pending”, "AI Scored," or  “Completed”. Note: Unfinished evaluations (“Draft”, “To do” and “AI Pending” statuses) have the percentage of completeness displayed below them.
  • "Score" [9]: Global score out of 100%.
  • "Evaluation date": The date when the evaluation draft was initiated (may or may not be the same day as when the evaluation was submitted).
  • "Created on" [10]: Creation date of the evaluation.
  • "Evaluator" [11]: The name of the supervisor who completed or started the evaluation.
  • “Evaluation form” [12]: Name of the form used on the evaluation.
  • "Interaction" [13]: The date of the call recording. 

 

Using Filters

You can narrow down the results in the “Evaluations” list by applying the following “Filters”:

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  • “Queues” [1]: Sort the evaluation results by selecting all queues, or only specific ones. 
  • “Teams” [2]: Filter by all teams, or only specific ones.
  • “Agents” [3]: Select all agents or only specific ones.
  • “Status” [4]: Sort results according to the evaluation status. 
  • “Activity type” [5]: Filter results according to the activity type.
  • “Evaluators” [6]: Filter results by the Evaluator’s name.
  • “Evaluation form” [7]: Filter results by the form name.

When you’re done selecting the filters, click on the Apply button [6]. Then, all selected filters will be applied to the “Evaluations” list page.

 

To learn more about how to perform evaluations in QM, please check this article.

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