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Perform a Quality Evaluation

Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades.

Required Editions

Supported Editions for Workforce Engagement Management.
User Permissions Needed
To evaluate Quality Analyst
  1. From the Voice Calls, Messaging Sessions, or Cases tab, select the interaction you want to evaluate.
  2. Click Start Evaluation.
  3. In the Select participants and form screen, select the participant you want to evaluate.
  4. Select the Evaluation form.
  5. Click Evaluate.
  6. Answer the assessment questions and click Submit when finished.

    If your admin has turned on the beta Autofill feature, you can use the Autofill to have AI fill out the answers, and click Submit after reviewing the answers.

The Quality Evaluation component immediately shows the final percentage score and a performance label.