User Guide

Contents
3 Evaluating Contacts 57
■ Introduction 57
General Procedure for Evaluating a Contact 57
Folders in the Recordings Navigation Tree 58
■ Evaluating a Contact 59
Evaluating an Agent-Tagged Recording 59
Playing a Recording 60
Completing the Evaluation Form 60
Key Performance Indicator (KPI) Questions 61
Adding Comments to the Evaluation 61
Tagging the Evaluation for Training or HR 63
Editing Contact Metadata 63
Saving the Evaluation 64
Completing the Evaluation 64
Approving the Evaluation 64
Understanding Evaluation Scoring 65
Section Weighting 66
Index 67