Step 1: Click on the Interaction History button to search for the interaction you want to assess.
Step 2: The next screen will give you an overview of all the interactions that your agents have handled. Each tile represents an interaction. Select the interaction you want to assess. Please note that the interaction should be recorded if you want to assess it.
Step 3: A pop-up screen will appear once you have selected an interaction. Click on Perform QA to assess the agent.
Step 4: Select the form you want to use to assess the agent.
Step 5: You will be able to view the questions included on the form. Click the play button to start listening to the recording. You can complete the questionnaire while you listen. Click Finish to see the assessment's final score.
Step 6: A blue pop-up screen will appear with the results.
Step 6.1: On the same screen, you'll find all the assessments that have been performed for that agent.
The tile will include the following information:
- QA form name
- Result in percentage
- Name of the quality assessor
- Date and time