User Guide

September 2009 57
3
Evaluating Contacts
Introduction
Contacts can be evaluated and scored by playing back contact audio and video
recordings made during a call. The performance statistics available in the Dashboard
and Reports windows are based on these evaluation scores.
General Procedure for Evaluating a Contact
The following is the general procedure for evaluating a contact.
To evaluate a contact:
1. Select the desired contact from the Unscored or In Progress folders in the
navigation tree.
2. Score the contact, and add comments and tags as needed.
■ If you cannot complete the evaluation at this time, click Save to save it to
the In Progress folder. The evaluation can be continued at a later time.
3. When the evaluation is complete, click Save and then Complete.
If the evaluation must be approved, it is moved to the Needs Approval folder.
If no approval is required, it is moved to the Scored folder.
The following sections of this chapter discuss these steps in more detail.