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 a reviewed, pending to review, and total number of evaluations. Agent can view, review, and dispute upon the evaluations.

To view My Evaluation page, go to My Universe>My Evaluation.

 

My Evaluation 

 

Screen Elements

 

 

Description

Agent Name

Select the Agent name from the dropdown list.

Start Date

Click to display the calendar on screen. Choose a date, click on close option on the calendar or hit the Esc key to close.

End Date

Click to display the calendar on screen. Choose a date, click on close option on the calendar or hit the Esc key to close.

Call Date

Select the radio button to search on basis of call date.

Evaluation Date

Select the radio button to search on basis of evaluation date.

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.

Client Name

Select the name of the client from the dropdown list.

Program Name

Select the name of the program for the selected client from the dropdown list.

Evaluation Form

Select the evaluation form for the selected program of a client from the dropdown list.

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.

Modified Date

Select the radio button to search on basis of the 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.

 

Save as Bookmark

Select this checkbox to save the search configuration as a bookmark in the system.

To view the evaluations as per the entered search criteria, click Submit button.

Agent’s Evaluation list 

Click View to display evaluated form in new tab. Agent can review and dispute the evaluation form.

Review/Dispute information pane at the end of the form, allows the agent to choose the evaluation status.

Review/Dispute- Evaluation Form

Review/Dispute- Evaluation Form

  • To submit Review as the evaluation status, select Review radio button.
  • Or to dispute, select Dispute radio button and write comments under the Agent Dispute Comments field.
  • Enter your name under the Electronic Signature-Name.
  • Enter the date of submission of evaluation status.
  • Click Submit button.

notes iconNotes: On selecting Dispute evaluation status, it is mandatory to add a comment.

Electronic Signature- Name and Date are mandatory fields in order to submit the evaluation status.

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