Shared Evaluation

The SpeechMiner Quality Management - Distributed Shared Evaluation creates evaluation sessions about an agent's performance during customer interactions without assigning the sessions to a specific evaluator. Instead, each evaluator associated with the session can select and assign himself/herself the Shared session from the available pool of Shared sessions. Once an evaluator selects a Shared session, the specific session is no longer available to other evaluators.

Important

You cannot create an evaluation without a form. Before you create an evaluation, verify that a form(s) was created.

Create a Distributed Interaction evaluation

1. Click Quality > Evaluations Manager. The Evaluations Manager grid appears.
2. Click the drop down arrow next to New Evaluation and select Shared.
3. In the Untitled Evaluation field, enter the name of your evaluation.
4. In the Description field, enter a description of the evaluation.
5. From the Schedule list select one of the following, and configure the schedule using the options available (see table in this step):
   • Recurring: Use to create an evaluation that repeatedly produces evaluation sessions for a configurable time interval.
   • One Time: Use to create an evaluation that only produces evaluation sessions once.

   Option	Description
   Start	The date on which the evaluation session(s) should be created.
   	The time at which the evaluation session(s) should begin.
   Occur every	The frequency (Minutes, Hours, Days, Weeks or Months) with which the evaluation recurs.
   Expires after	The time (Minutes, Hours, Days, Weeks or Months) at which the evaluation session should be performed after the evaluation is created.

6. Select the Forms tab and from the Forms list, select the forms to add to the evaluation. As soon as you select a form from the list, it appears in the Evaluation Summary under Forms. Select the form again to remove the form from the Evaluation Summary. The forms selected consist of the questions that must be answered to complete the evaluation session.
7. Select the Evaluators tab and from the Evaluators list, select the evaluator(s) that should perform the evaluation session(s). As soon as you select an evaluator from the list, the evaluator name appears in the Evaluation Summary under Evaluators. Select the evaluator again to remove the evaluator from the Evaluation Summary. Each evaluator will receive an evaluation session to evaluate the agent(s) associated with the selected interactions.
8. Select the Interactions tab. 
   1. Select Recurring or One Time. If you selected a Recurring schedule in step #5, you cannot select the interactions yourself. The resulting interaction list associated with the evaluation, corresponds to what you entered in the search filter. If you selected a One Time schedule, select one of the following:
      • Interactions: Enables you to select interactions from the list of interactions created after you click Search.
      • Interaction Criteria: Randomly selects interactions from the interaction list resulting from your specific search. The amount of interactions selected correspond to what you entered in the Exactly field. 
        Important

        If you select Interaction Criteria, continue directly to step 9.
         
   2. Configure the evaluation filter options on the left side of the screen, to generate a list of interactions. Your filter selections should be directly related to the business issue for which you want to evaluate an agent(s). For additional information, see Search Filter.
   3. Click Search.
      Important

      If you selected Interactions in step 8a, from the list provided select the interactions (one at a time) that you would like to add to the evaluation.

      As soon as you select an interaction from the list, it appears in the Evaluation Summary under Interactions. Clear an interaction's checkbox to remove that specific interaction from the Evaluation Summary.

      You can play back an interaction to verify its relevancy to the purpose of the evaluation. Simply click the Play icon  associated with the interaction you want to hear. For more information about playing an interaction, see Media Player.
9. Click the Inactive option  to activate  the evaluation. Only an active evaluation will create evaluation sessions.
10. Click Save and Activate. Once the evaluation is saved and activated, it will start to create evaluation sessions according to the schedule configured at the beginning of this procedure.

Important

The Evaluation Session list will automatically refresh when a new set of evaluation sessions is available. To manually refresh the Evaluation Session list, click the Refresh button .