Agent's view

As an Agent the user has access to limited Quality Monitoring operations:

  • See the evaluations he received.
  • Feedback (accept or reject) about the received evaluations.




On the menu (on the left side of the screen), the agent has four ways to filter information:

  • Services: Only the services the agent is assigned to are displayed.
  • Interactions: In the Agent filter, only the agent is displayed.
  • Evaluation: Only the evaluated interactions, from this agent are displayed.
  • Call


On the filtered table there is the following information:

  • Evaluation status - Every interaction that was already evaluated will be checked as Evaluated.
  • Live Evaluation status - Every interaction that had Live Evaluation will be checked.
  • Agent feedback - Indicates if the agent has given feedback to the evaluation. The status can be:
    • Agent_nothing.png- Waiting agent feedback.
    • Agent_positive.png- One evaluation accepted by agent.
    • Agent_negative.png- One evaluation rejected by agent.
    • Agent_multiple.png- Multiple feedbacks (for different forms).
  • Audio - If an interaction have audio available, the Audio flag will be checked.
  • Screen Recording - If an interaction had its screen recorded, a Screen Recorded flag will be active.
  • Other interactions - In the interaction, the Other interactions flag will be activated by the following:
    • Facebook - If an interaction was made via Facebook, the column will be checked with the Facebook icon.
    • E-mail - If an interaction was made via e-mail, the column will be checked with the e-mail icon.
    • Twitter - If an interaction was made via Twitter, the column will be checked with the Twitter icon.
    • IM - If an interaction was made via Instant Messaging, the column will be checked with the IM icon.
    • - - If it's an audio  interaction (it will be checked in the audio column).
  • Service - Shows the service where the interaction was made.
  • Agent - Shows the agent who participated in the interaction. The agent's name is displayed, since he only has access to his interactions.
  • Start Date - Shows the start date and time, of the interaction.
  • Duration - Shows the interaction duration. Keep in mind that the duration includes alerting time and wrap up time.
  • Evaluator - If the interaction was already evaluated, this column will show the evaluator's name. The status can be:
    • Evaluator's name - Name of the interaction's evaluator (whether one or more forms were used).
    • Different Evaluators - When evaluation is made by more than one evaluator.
  • Form - Shows the form used in the evaluation. The status can be:
    • Form title - The form used to evaluate the interaction.
    • Different forms - When more than one form was used to evaluate the interaction.
  • Business Outcome - If applicable, shows the interaction's business outcome.
  • Evaluation - Shows the evaluation status. The status can be:
    • Evaluated - Is displayed when, at least, one evaluation is waiting the agent's review.
    • Reviewed - The date represents the day and time when the evaluation was reviewed.