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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 nonfiction will be displayed in the MAX interface:
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Click on the tab to display the message. The agent will be prompted to review the evaluation. Click Launch WEM:
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WEM Icon (1). The number of evaluations is displayed along with a list. Click on the evaluation to open the form :
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(2).
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Note: In order to view the evaluation the first time, the agent may need to disable the pop-up blocker:
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After reviewing the evaluation, the agent has the option to request a second QA review or acknowledge the score:
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Once the agent acknowledges the evaluation, the status will show as completed in WEM:
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Evaluation Appeal Process
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