Maintenance Manual

Recordings
Evaluation Forms
142
Evaluation
Approval
Needed
Select one or more of the following roles if you want to require evaluation
approval for contacts that use this evaluation form.
• Evaluator
• Manager
•Supervisor
Managers and supervisors can approve evaluations for agents in their
teams or groups. Evaluators can approve evaluations for agents from all
groups.
When you select one or more of these roles, Quality Management
Administrator enables the Alerts when Evaluation Needs Approval check
box.
When you clear one or more of these check boxes, any evaluations in the
Needs Approval state automatically changes to the Scored state for the
selected roles.
Alert when
Evaluation is
Scored
Select this check box if you want to send an alert when an evaluation is
scored. When you select this check box, Quality Management
Administrator automatically selects the following options.
• Agent’s Manager(s)—Quality Management sends an alert to the
agent’s manager(s) when an evaluation is scored.
• Agent’s Supervisor(s)—Quality Management sends an alert to the
agent’s supervisor(s) when an evaluation is scored.
• Agent/Knowledge Worker—Quality Management sends an alert to the
agent or knowledge worker when their evaluation form is scored.
If you only want Quality Management to send an alert to a specific role (for
example, Agent’s Supervisor(s)), clear the remaining check boxes (for
example, Agent’s Manager(s) and Agent/Knowledge Worker).
Alert when
Evaluation
Needs
Approval
Select this check box if you want to send an alert when an evaluation
needs approval. When you select this check box, Quality Management
Administrator automatically selects the following options.
• Evaluator(s)—Quality Management sends an alert to evaluator(s) when
an evaluation needs approval.
• Agent’s Manager(s)—Quality Management sends an alert to an
agent’s manager(s) when an evaluation needs approval.
• Agent’s Supervisor(s)—Quality Management sends an alert to an
agent’s supervisor(s) when an evaluation needs approval.
If you only want Quality Management to send an alert to a specific role (for
example, Agent’s Supervisor(s)), clear the remaining check boxes (for
example, Evaluator(s) and Agent’s Manager(s)).
Field Description