| Table of Contents | ||
|---|---|---|
|
Reviewing and Acknowledging Evaluations
Background: After QA completes an evaluation for an interaction, a notification will be sent directly to the agent or supervisor. The agent is required to review and acknowledge each evaluation.
A new message will be displayed in the MAX interface:
...
Click on the tab to display the message. The agent will be prompted to review the evaluation. Click Launch WEM:
...
The number of evaluations is displayed along with a list. Click on the evaluation to open the form:
...
Note: In order to view the evaluation the first time, the agent may need to disable the pop-up blocker:
...
After reviewing the evaluation, the agent has the option to request a second QA review or acknowledge the score:
...
Once the agent acknowledges the evaluation, the status will show as completed in WEM:
...
Evaluation Appeal Process
Background: If an agent receives an evaluation and they would like to appeal the score.
If an agent receives an evaluation with a score that they do not agree with the agent must review and discuss the evaluation with their supervisor.
If there is a mutual agreement between the agent and the supervisor that an appeal should be done on the evaluation, the supervisor will appeal the evaluation on behalf of the agent.
| Info |
|---|
Only the supervisor is allowed to make the appeal on the evaluation. |