QA Evaluations Overview
inContact WFO provides two options for performing QA evaluations.
Evaluating a call is done from the Call List and allows you to evaluate an agent's performance on a specific interaction.
Evaluating an agent is done from the Coaching tab, and allows you to evaluate an agent's handling of alternative channels, like chat or email. You can also use this feature to evaluate employees who do not take calls, such as HR representatives or field technicians. However, the employee must still have the Agent field selected in their user account, and must have a value in the Phones field.
To work with QA evaluations, you must have the appropriate permissions and access to the inContact Groups associated with the QA form used for the evaluation. If you need to perform, view, edit, or otherwise work with QA evaluations and are unable to do so, see your inContact WFO administrator.
Performing Evaluations
inContact WFO displays the entire selected evaluation form so that you can review it prior to completing it. As you complete the evaluation, you can see a running total of possible points, awarded points and the percentage score in the bottom right corner of the evaluation.
A warning icon appears beside responses that were specified as Auto-Fail by the creator of the form.
You can optionally choose to send completed evaluations to the agent for acknowledgment. Your organization must grant agent access to the inContact WFO Web Portal to use this feature. Acknowledgment can be used as an independent feature or as part of the arbitration workflow. Agent acknowledgment can be "required" during creation of a QA evaluation form; however, evaluators can override this setting. You should always require agent acknowledgment when using the arbitration workflow.
If agent acknowledgment is not required, the completed evaluation is submitted without being sent to the agent for review. The evaluation will not appear in the agent's Assignment Inbox or in the Search QA Acknowledgments results; however, it will appear in the Search QA Evaluations results.
In-Progress Evaluations
You can save an unfinished evaluation to be completed at a later time. Incomplete evaluations are saved with a status of In Progress. You can edit and save an in-progress evaluation multiple times before submitting the completed evaluation. In-progress evaluations cannot be sent to the agent for acknowledgment (for details, see QA Review Process Overview). Evaluations also do not appear in the Assignment Inbox or on widgets until they are completed. For related information, see
Completed Evaluations
You can edit or delete a completed evaluation, and you can generate a printable version of standard evaluations (but not calibration or self-evaluations). You can also copy a link that will provide evaluation access to someone else.
If a call is deleted from the server, whether manually or via an archive action, any QA evaluations performed on that call remain in the database for historical searching and review.
Evaluation Search Criteria
When you search for evaluations, you can save criteria selections for future use. These saved criteria sets appear at the top of the Search QA Evaluations page. Sets can be either public or private.
Private criteria sets may only be viewed, edited, and deleted by the user who created them. Public sets may be viewed by all users with permissions to search for QA evaluations. However, only the user who created the set can edit or delete it.
You can designate a set of saved search criteria as your default, and it will load automatically when you click Search QA Evaluations. When you view QA evaluations from the Call List or Recorded Interactions list, inContact WFO overrides your default criteria to present evaluations associated with a specific call.
Related Sub-Themes
Related Tasks
- Evaluate Agents
- Evaluate Calls
- View Completed or In-Progress Evaluations
- Complete In-Progress Evaluations
- Edit QA Evaluations
- Delete QA Evaluations
- Save Search Criteria Sets