Choose your desired criteria for the evaluations from our curated list of questions.

1. Sign in to the desktop or web app.
2. From the left navigation menu, select Contact Center > Quality management > Configuration.
3. You’ll find separate sections for Default questions (pre-loaded in the system) and Custom questions (created by you).
4. Select + Add custom question to add new questions.
   Tip: Custom questions must pass all required validations before you can add them. If you need help, review our best practices for creating custom questions.
   Note: When you create a custom question, it will be in Preview status for 7 days so you can track its performance. Questions in preview will not affect the total score. After the preview period, you can enable or disable the question for future evaluations.
5. Enable or disable each question as desired and then select + Apply when finished.

See how your team is doing overall with your selected criteria and dive in to specific interactions by agent to provide coaching and assistance.

1. Sign in to the desktop or web app.
2. From Contact Center > Quality management > Evaluation, use the provided filters to narrow down your results by date, queue, or status, if desired.

   Result: You will see the overview metrics for your entire team within the selected parameters, including a summary of the total interactions evaluated and the average score amongst them, the highest and lowest performing question, and the leading and trailing agent.

   Troubleshooting: If you don't see an entry as expected, first make sure that the call was made to an inbound queue. If so, it's likely that the evaluation hasn't finished generating (it can take up to two minutes), the interaction was too short to generate an evaluation, or the audio was too faint for the system to detect.

3. Optional: To review a specific agent, select their name from the list and then drill down by interaction, if desired, to review in more depth. From that interaction's evaluation page, you can select Show details to open the interaction details in the Analytics portal where you can listen to the call, see all applied tags, review notes, and more.
   Tip: When you select an agent, you will see their individual metrics, such as their average and highest scores, as well as a list of all of their interactions within the originally selected parameters. You can update those filters as desired.

Use the feedback feature to manually audit an evaluation and provide helpful context for our AI's prompt engineers.

1. Sign in to the desktop or web app.
2. From Contact Center > Quality management > Evaluation, use the provided filters to narrow down your results by date and queue, if desired.
3. Select the agent from the list and then select the specific interaction that you want to review.
   Tip: Remember, you can select Show details to open the interaction details in the Analytics portal where you can listen to the call to assist you in your audit.

   Troubleshooting: If you don't see an entry as expected, first make sure that the call was made to an inbound queue. If so, it's likely that the evaluation hasn't finished generating (it can take up to 2 minutes), the interaction was too short to generate an evaluation, or the audio was too faint for the system to detect.

4. From the feedback column, select the correct reaction next to each question that needs adjusting to either accept or reject the score. You can also add comments in the open text field before selecting Approve.
   Tip: Quickly view who last made modifications by hovering the reaction icons for each question. You can also use the provided filter to narrow your results by score, if desired.
   Important: The open text feedback helps our prompt engineers find better ways to ask the questions to get relevant answers. For example, if your company name is “Hello Friday”, the evaluation may indicate that your agents missed the question about stating the company name. If you offer feedback that "Hello Friday" is actually your company name, then our engineers can inform AI that "Hello Friday" is more than a greeting, which allows AI to have the context it needs to better evaluate the agent's answers — without adding any of that information into the AI data model.

   Result: The agent's score will shift based on your updates.

5. Optional: You can Reset evaluation questions back to its original score, if desired.
6. Optional: If you wish to delete an evaluation that should have not been scored, you have the option to Discard that evaluation completely. Discarded evaluations can be recovered if needed.