Middle of the week and here we are again with another little Tip of the Day to help you on your way for our

Quality Assurance & Compliance discipline

Next No.3…..

No.3: Evaluation Assistance

Evaluation assistance went GA back in January? Have you updated your eval forms to support this automation? Evaluation assistance uses topics you have defined in STA to automate the response to evaluation question(s)

For example, if your organization has a standard greeting used by the agents, you can define all those "acceptable greetings" in a STA topic called Greeting. When creating your evaluation form, if you have a question "did the agent use the defined corporate greeting" you can add an evaluation assistance condition. The system will check to see of any of the phrases in the Greeting topic were said by the agent. If the system hears that, then that question gets automatically answered for the evaluator. You can have multiple evaluation assistance questions in the same form. You would want to validate/update the topic before you add the evaluation assistance condition. Unfortunately, you cannot add conditions to an existing form but with the new feature of being able to copy an existing eval form, you can take your existing form, copy it, add your topics, then add your evaluation assistance conditions, and publish the updated form. How much time will you save your evaluators this week?

Well, I've learnt something new today 🤓– how about you?

Our fourth and final tip drops tomorrow – see you there 😀

Middle of the week and here we are again with another little Tip of the Day to help you on your way for our

Quality Assurance & Compliance discipline

Next No.3…..

No.3: Evaluation Assistance

Evaluation assistance went GA back in January? Have you updated your eval forms to support this automation? Evaluation assistance uses topics you have defined in STA to automate the response to evaluation question(s)

For example, if your organization has a standard greeting used by the agents, you can define all those "acceptable greetings" in a STA topic called Greeting. When creating your evaluation form, if you have a question "did the agent use the defined corporate greeting" you can add an evaluation assistance condition. The system will check to see of any of the phrases in the Greeting topic were said by the agent. If the system hears that, then that question gets automatically answered for the evaluator. You can have multiple evaluation assistance questions in the same form. You would want to validate/update the topic before you add the evaluation assistance condition. Unfortunately, you cannot add conditions to an existing form but with the new feature of being able to copy an existing eval form, you can take your existing form, copy it, add your topics, then add your evaluation assistance conditions, and publish the updated form. How much time will you save your evaluators this week?

Well, I've learnt something new today 🤓– how about you?

Our fourth and final tip drops tomorrow – see you there 😀

Middle of the week and here we are again with another little Tip of the Day to help you on your way for our

Quality Assurance & Compliance discipline

Next No.3…..

No.3: Evaluation Assistance

Evaluation assistance went GA back in January? Have you updated your eval forms to support this automation? Evaluation assistance uses topics you have defined in STA to automate the response to evaluation question(s)

For example, if your organization has a standard greeting used by the agents, you can define all those "acceptable greetings" in a STA topic called Greeting. When creating your evaluation form, if you have a question "did the agent use the defined corporate greeting" you can add an evaluation assistance condition. The system will check to see of any of the phrases in the Greeting topic were said by the agent. If the system hears that, then that question gets automatically answered for the evaluator. You can have multiple evaluation assistance questions in the same form. You would want to validate/update the topic before you add the evaluation assistance condition. Unfortunately, you cannot add conditions to an existing form but with the new feature of being able to copy an existing eval form, you can take your existing form, copy it, add your topics, then add your evaluation assistance conditions, and publish the updated form. How much time will you save your evaluators this week?

Well, I've learnt something new today 🤓– how about you?

Our fourth and final tip drops tomorrow – see you there 😀

Middle of the week and here we are again with another little Tip of the Day to help you on your way for our

Quality Assurance & Compliance discipline

Next No.3…..

No.3: Evaluation Assistance

Evaluation assistance went GA back in January? Have you updated your eval forms to support this automation? Evaluation assistance uses topics you have defined in STA to automate the response to evaluation question(s)

For example, if your organization has a standard greeting used by the agents, you can define all those "acceptable greetings" in a STA topic called Greeting. When creating your evaluation form, if you have a question "did the agent use the defined corporate greeting" you can add an evaluation assistance condition. The system will check to see of any of the phrases in the Greeting topic were said by the agent. If the system hears that, then that question gets automatically answered for the evaluator. You can have multiple evaluation assistance questions in the same form. You would want to validate/update the topic before you add the evaluation assistance condition. Unfortunately, you cannot add conditions to an existing form but with the new feature of being able to copy an existing eval form, you can take your existing form, copy it, add your topics, then add your evaluation assistance conditions, and publish the updated form. How much time will you save your evaluators this week?

Well, I've learnt something new today 🤓– how about you?

Our fourth and final tip drops tomorrow – see you there 😀