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on quality management tool, what can be done if the supervisor has evaluated the agent two times for the same call/recording ?

Zaid Al Obaid

Zaid Al Obaid01-07-2018 10:40

  • 1.  on quality management tool, what can be done if the supervisor has evaluated the agent two times for the same call/recording ?

    Posted 01-07-2018 10:40


  • 2.  RE: on quality management tool, what can be done if the supervisor has evaluated the agent two times for the same call/recording ?

    Posted 01-10-2018 18:18

    Hi Zaid - The Quality Administrator role includes a permission to delete completed evaluations. With that permission when you select the Evaluation Summary tab there will be an option to delete the selected evaluation.

    *Attached is a screen shot of what that would look like.

     

    At some point we'd like to add the ability to prevent multiple evaluations of the same recording. To help with issues such as disputes, completed evaluations can be re-scored.

     

    Hope that helps you.

    Lesley



  • 3.  RE: on quality management tool, what can be done if the supervisor has evaluated the agent two times for the same call/recording ?

    Posted 01-27-2018 14:56

    thanks a lot for the reply