Performing Evaluations in QM

With Talkdesk Quality Management™ (QM) you can evaluate specific calls handled in Talkdesk, or other interactions, by using the built-in call recording player, and the "Evaluations" feature.

Note:  If you wish to install the QM app, please contact your Customer Success Manager.

 

In this article, you will find information on:

 

Prerequisites

To evaluate completed calls, you first need to create at least one scoring form. To learn more, please read the Building Forms in Quality Management (QM) article.

Make sure that the call recording feature is enabled for inbound and/or outbound calls. To learn more, please read the Call Recording article.

 

Initiating an Evaluation 

There are three starting points available to choose an interaction and begin an evaluation:

 

Activities Application

To learn how to perform an evaluation for Inbound, Outbound, and/or Transferred calls  through the Activities app, please follow the steps below:

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1. Access Activities on Talkdesk Workspace.

2. Click the Evaluate button [1] next to each call. You’ll be redirected to Quality Management, where you can start an evaluation.

Notes: 

  • You can also start an evaluation from the Create evaluation from… button on the “Evaluations” page. Bear in mind that you need the corresponding Interaction ID. Please check the “Evaluations” section below for more information.
  • You will only need to select the agent that was involved in the interaction, in case it is a “Transferred” call with more than one agent involved.
  • On the “Activities” app page, you can also start an evaluation of SMS interactions that occurred using the Talkdesk Digital Customer Engagement (DCE) solution. Note: For now, “Chat” evaluations can only be started by selecting the Create evaluation from… button on the “Evaluations” page. Keep in mind that you need the corresponding Interaction ID. Please check the “Evaluations” section below for more information.

 

Calls Section 

Once you set up the first form, please follow these steps:

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1. Go to the Calls section [1] and select the play button [2] next to the call you wish to evaluate.

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2. Click the Advanced Player button [3]. This will take you to the Evaluations tab within the Quality Management app.

 

For both Activities app and the Calls section, an evaluation from a call starts the same way once you’re in the QM app:

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Select a form from the drop-down list and click on Start evaluation [1]. Then, the evaluation page will open, for you to play and evaluate the call, using the available options.

 

"Evaluations" page

You can start evaluations of Voice, SMS, and Chat through the “Evaluations” page using your interaction ID. To learn how to do so, please follow the steps below:

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1. On the Evaluations tab, click on the Create evaluation from…button [1].

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2. Select the Talkdesk option [2].

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3. On the “Interaction source” [3] field, you can change the source by selecting the available options in the dropdown. Use “Interaction ID” [4] to insert the interaction’s unique identifier and get the metadata associated with the interaction.

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After adding an “Interaction ID”, it will be verified. In case it is valid, the type of interaction will be shown (Inbound or Outbound call, Chat, and/or SMS). 

The “Agent” to evaluate [5] and “Queue(s)” [6] will be automatically filled with the data that belongs to the interaction. You can also pick an “Evaluation form” [7] template to be used on the evaluation.

4. Click Create evaluation [8] to open the evaluation page.

 

Performing Evaluations

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After initiating an evaluation using one of the above-mentioned starting points (e.g. Activities app), you can use the quick rating section to evaluate each section [1]. Simply choose the most suitable rating icon:

  • Selecting a green (happy) rating will auto-select the highest point responses.
  • Selecting a red (sad) rating will auto-select the lowest point responses.
  • Selecting a yellow (neutral) rating will expand the section and allow you to manually select the responses. You can also expand each section and answer each question of the form individually, at any time [2].

Note: The evaluations are bidirectional, which means that changing the response to a question on the form will also change the rating that you selected for that section, and vice-versa.

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In case of an inbound and/or outbound call, you can add comments [3], next to the timeline of the call recording. You can also tie them to the evaluation, by associating the comments with a specific section of the form, and the question within that section (if the evaluation has been started already).

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It's also possible to add coaching feedback (reaction and/or comment) and link it to a specific moment in the call recording. To do this, click on Amazing or To improve [4].

  • If the evaluation hasn't been started yet (i.e. you didn't click on Start evaluation), the reactions and/or comments that you add, will be independent of the evaluation.
  • Once an evaluation has been started, all the reactions added in the timeline of the recording (and associated with a specific section) will be applied to the evaluation as a rating for that section. "Amazing" will update the section with a green (happy) rating;  "To improve" will update the section with a red (sad) rating; a mix of both "Amazing" and "To improve" will apply a yellow (neutral) rating.
  • Comments can be added and associated with a section and question.
  • To remove a reaction or comment, click on it and press Delete.
  • Comment text can be changed by clicking Edit.
  • Reactions and comments can only be edited or deleted by their original creator.

The timeline represents the call recording that you are evaluating, and is divided into two sections horizontally [5]:

  • The top section is the contact's side of the call.
  • The bottom is the agent's side of the call.
  • You can play and pause the recording as needed, among other actions [6].

Note: The Show screen option will be available if you purchase the Screen Recording add-on. For more information, please contact your Customer Success Manager.

 

The evaluation will remain in the "Draft" status until you complete it by clicking the Submit button [7]. Then, the results will be calculated:

  • Points achieved (out of points possible, for each question, section, and total).
  • The total raw score and percentage (out of 100%).

 

Evaluating Other Interactions

In QM, you can start an evaluation without choosing a specific call or linking to an interaction/document outside Talkdesk's platform. To do this, please follow these steps:

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1. On the Evaluations tab, click the Create evaluation from… [1].

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2. Then, on the dropdown, select the Other option [2].

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3. On the “Interaction source” [3] you can change the source by selecting the available options in the dropdown. If you wish to make an evaluation of an external interaction, select the “Interaction reference” field [4]. Here you can add a reference ID, URL, or other information associated with the interaction you want to evaluate (e.g. evaluating a document) Note: External interactions, not yet supported by the app, will not import any data from those platforms.

You can choose an “Agent” to evaluate  [5] and, if you want to control the group of users who can access the evaluation, select a “Queue(s)” [6]. You can also pick an “Evaluation form” [7] template to be used on the evaluation.

4. Hit Create evaluation [8].

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5. The “Evaluation” page will open. Then, the process is the same as for a call, and the only difference is that the call recording player is not displayed.

 

Editing Completed Evaluations

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Only users with “Edit” permission will see the Edit Evaluation button at the bottom of the evaluation page. 

Click it to open the evaluation in edit mode, where changes can be made, and the updated version submitted. 

Note: If the evaluation was made by Talkdesk QM Assist™ ("AI Scored" status) it can be edited by any supervisor. Their name will then be attached to the evaluation and become visible to the agent.

 

Viewing Results

The landing page of the Evaluations tab includes evaluations that have been started or completed.

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

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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 a true 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 date filters [4] as well as the following data:

  • "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 at the time when the evaluation was completed/submitted.
  • "Status" [8]: “Draft”, “To do”, “Review Requested”, “AI Pending”, “AI Scored, or  “Completed”. 
    • The “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.
  • "Interaction date" [12]: 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 the results according to the evaluation status. 
  • “Activity type” [5]: Filter the results according to the activity type.

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.

 

For additional support, please contact your Customer Success Manager.

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