Quality Management > Evaluations > Agent Self-Evaluation

Agent Self-Evaluation Overview

Self-evaluation is a process that helps managers and supervisors see how agents view their own performance. Agents can easily compare their self-evaluations to those performed by evaluators. This leads to more productive coaching sessions and a sense of agent empowerment, which in turn contribute to higher-quality customer service, reduced agent confusion and frustration, and improved employee morale.

Self-Evaluation Workflow

inContact WFO supports the agent self-evaluation process by means of specific permissions and a self-evaluation workflow. When your organization chooses to use self-evaluations, the process looks like this:

  • Managers or administrators create one or more QA forms to be used for self evaluations.
  • They notify agents that the form(s) can be used to perform self evaluations.
  • Agents individually score any of their own calls using the designated QA form(s).

The following considerations apply to self-evaluations in inContact WFO:

  • Managers/administrators must manually notify agents that self-evaluation forms are available. This can be done either outside the inContact WFO system, or by creating a document with the details, uploading it to the Content Library, and assigning it to the group associated with the self-evaluation form. The latter approach is a good choice if agents are required to perform self-evaluations.
  • To perform a self-evaluation, the agent must have the Allow Viewing of User's Own Records and Allow Performing Self-Evaluations permissions. Allow Viewing of User's Own Records is included in the Default Agent role. Allow Performing Self-Evaluations would need to be added to that role or, alternatively, both permissions would need to be included in a new role. The agent must also belong to the inContact Group associated with the self-evaluation form.
  • To view their own completed self-evaluations, the agent must also have the Allow Performing QA Evaluations permission. As long as the agent's role does not include access permissions for any groups, granting the Allow Performing QA Evaluations permission will only enable them to search for and view their own evaluations.
  • The Allow Performing QA Evaluations permission is also required if agents should be able to save in-progress self-evaluations and finish them later. Agents can access self-evaluations that were saved in-progress from the Search QA Evaluations page.
  • Completed self-evaluations are not available to the reviewed agent in either the Assignment Inbox or the Assignment Inbox widget. Agents with the appropriate permissions can view them either by searching for self-evaluations on the Search QA Evaluations page or by viewing the Self-Evaluation Detail Report.
  • Self-evaluation forms cannot be used with either the calibration or arbitration workflows.
  • Self-evaluation is enabled on a per-form basis. If you select Enable Self-Evaluation when you create a form, all evaluations that use that form are treated as self-evaluations.
  • If you want agents to evaluate themselves using the same questions and responses found on a standard QA evaluation form, you should create two versions of the same form that are identical in content. Include “Self-Evaluation” in the title of one of the forms and select Enable Self-Evaluation for that version of the form. This ensures that the self-evaluations are excluded from standard QA reports and included in self-evaluation reports. It also allows you to use the arbitration and calibration workflows for the standard version of the form.

Self-Evaluation Reporting

Self-evaluation scores are not included in either standard or ad hoc reports of agent, group, and organizational performance. However, the following reports are available specific to self-evaluations:

  • Self-Evaluation Agent Summary
  • Self-Evaluation Detail
  • Self-Evaluation Group Summary
  • Self-Evaluation Trending
  • Self-Evaluator Comparison

Parameters specific to self-evaluations can also be used to create ad hoc reports. For additional information, see the inContact WFO Reporting Manual.

Related Tasks

Related References