Tools > Agent Evaluation > Evaluation of a call

By evaluating a call, indirectly, the performance of the agent that has done the call, is evaluated. Before a call can be evaluated, a user must be added for the agent that is evaluated (see: Introduction).

First select a project for which you want to evaluate calls, in the drop-down box at the top. Then, select a call, and click Evaluate, or double-click on the call.

Alternatively, users with the supervisor permission can right click calls on the main page to pull up a context menu. This menu will show all available projects and allows a user to quickly add a call and go to the evaluation page.

In the screen that opens, the following information is presented:

•Date and time of the call

•The agent that performed the call

•The direction of the call (incoming or outgoing)

•The duration of the call

•The preliminary or final score

Click the right arrow button to playback the recording of the call. Click on the button with the monitor to playback (first button) or download (second button) the screen recording. Screen recordings can be in .wmv or .mp4 format. Playback in a browser of .wmv files is only available in Internet Explorer. Use Apresa Client Professional to create .mp4 screen recordings, which are playable in a modern browser like Chrome and Edge.

For each question, choose one of the answers. Choose N/A if the question is not applicable. The evaluation is not taken into account if not for all questions an option has been selected. The evaluator can fill in additional Notes about the call or the agent, as necessary, in the Notes field, and for each question separately. When all questions have been answered, the final score is displayed at the top.

Click Save to store the evaluation of the call.