Open Forum

It appears that you can only evaluate completed interactions. Sure, you can create an offline Evaluation but this is not linked to the actual call. Other pain point, once you enter the customer name which is mandatory it cannot be changed. If you rushed some details to use the offline eval for an in progress call then it's just wrong. 

Considering there is an option to show in progress calls in Quality Management, is there a reason why they can't be evaluated?

Imagine you're a Sup monitoring live calls for an Agent, being able to Eval this interaction you are actively monitoring saves time and allows for immediate feedback.

We used a simplified copy of our QM form for this - if you chose template type = other then it's not tied to an interaction and can complete it whenever you need it.

Obvious problem with that is that it's not tied to the interaction; we just added the ID in a note - not ideal

It appears that you can only evaluate completed interactions. Sure, you can create an offline Evaluation but this is not linked to the actual call. Other pain point, once you enter the customer name which is mandatory it cannot be changed. If you rushed some details to use the offline eval for an in progress call then it's just wrong. 

Considering there is an option to show in progress calls in Quality Management, is there a reason why they can't be evaluated?

Imagine you're a Sup monitoring live calls for an Agent, being able to Eval this interaction you are actively monitoring saves time and allows for immediate feedback.

Cheers David,

That is what I've setup and created training material around adding the callid. Do you ask that Evaluators add the customer's name on the form? Am I correct in noting that once you enter it (also the Agents, they may transfer to another Agent), incorrectly if rushed they cannot be changed?

We used a simplified copy of our QM form for this - if you chose template type = other then it's not tied to an interaction and can complete it whenever you need it.

Obvious problem with that is that it's not tied to the interaction; we just added the ID in a note - not ideal

It appears that you can only evaluate completed interactions. Sure, you can create an offline Evaluation but this is not linked to the actual call. Other pain point, once you enter the customer name which is mandatory it cannot be changed. If you rushed some details to use the offline eval for an in progress call then it's just wrong. 

Considering there is an option to show in progress calls in Quality Management, is there a reason why they can't be evaluated?

Imagine you're a Sup monitoring live calls for an Agent, being able to Eval this interaction you are actively monitoring saves time and allows for immediate feedback.