User Guide

Quality Management Desktop User Guide
64 September 2009
The Edit Metadata for <metadata> dialog box appears.
2. Add new metadata, or edit or delete the existing metadata in the dialog box,
and then click OK.
3. Click Save.
Saving the Evaluation
You can save an evaluation at any time while you are working on it. The saved
evaluation is moved to the In Progress folder.
Only the evaluator who saved the evaluation can resume working on it. Other
evaluators can view it, but the only change the other evaluators can make to the
evaluation is to add comments and to add the Training/HR tags.
Completing the Evaluation
When you are finished scoring the contact, adding comments, and tagging the
evaluation with the HR or Training tag if needed, click Save to save the evaluation, and
then click Complete to mark it as complete. The completed evaluation is moved to the
Scored folder if no approval is required, and to the Approval Needed folder if approval
is required.
Approving the Evaluation
The administrator can configure QM so that evaluations must be approved by a
manager, supervisor, and/or evaluator. The approval requirement is enabled on an
evaluation form basis and for specific roles. By default, approval is not required.
Evaluations that require approval are listed in the Needs Approval folder in the
navigation tree. If you are a supervisor, you can approve only evaluations that are for
agents and knowledge workers on your team. If you are a manager, you can approve
Figure 26. Edit Metadata for <metadata> dialog box