Evaluate Calls

Required Permissions — Allow Performing QA Evaluations, Allow Performing Self-Evaluations, or both

Uptivity allows you to evaluate agent performance on recorded interactions. While you are working on an evaluation, the system automatically saves a draft of it every five minutes.

This topic explains how to evaluate an agent's performance on a call. If you want to evaluate an agent's general performance, or performance on a non-call interaction, see Evaluate Agents.

You evaluate calls using the Recorded Interactions list, so you must first understand how to filter, select, and play calls. This topic assumes you have this basic level of familiarity.

Once you have selected a call, Uptivity shows you a list of evaluation forms from which to choose. Make sure you select the form with the appropriate QA Group. Form and group selections affect reporting.

  1. In the NICE Uptivity Web Portal, click Interactions List > Recorded Interactions.
  2. Select the call to be evaluated using Recorded Interactions list filtering tools.
  3. Right-click the record and select Evaluate this Agent.
  4. Select In Current Window or In New Window as preferred.

    If your system is configured to support call segments, and you want Uptivity to automatically move between segments during playback, you must select In Current Window.

  5. Double-click the evaluation form you want to use.
  6. If the form uses the arbitration workflow, select an arbitrator for the evaluation and click the plus sign. Repeat as needed to select additional arbitrators, and then click Next.
  7. Use the Video / Audio section controls to review the content as you enter information on the QA evaluation form.

    If your system is configured to support call segments, you can use the Previous and Next controls to move between segments as you would when simply playing the recording. For more information, see Use the Media Player.

  8. Select whether to Send Evaluation to Agent for Acknowledgment? If you select Yes, optionally enter any comments or agent directions in the text box. After the evaluation is complete, it is sent to the agent's Assignment Inbox widget and the QA Review Process begins.
  9. Select a priority for the evaluation from the drop-down list. This value is displayed with the evaluation in the agent's assignment inbox, in reporting, and so forth.
  10. Click Save as Draft if you need to leave the evaluation in-progress or Submit Q.A. Review if you have completed the QA form.

Messages indicate whether the evaluation was saved or submitted successfully, or whether additional information is required. Follow any instructions in the message. When the evaluation is saved or submitted, options appear at the top of the page that allow you to modify the completed evaluation or complete an in-progress evaluation.