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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.

Table of Content:

  • Reviewing and Acknowledging Evaluations

  • Evaluation Appeal Process

Reviewing and Acknowledging Evaluations

Step

Action

1

  • A new Notification will be displayed in the DFO Interface:

image-20240514-160327.png
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2

  • Click on the WEM Icon (1). The number of evaluations is displayed along with a list. Click on the evaluation to open the form (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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4

  • After reviewing the evaluation, the agent has the option to request a second QA review or acknowledge the score:

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5

  • Once the agent acknowledges the evaluation, the status will show as completed in WEM:

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Evaluation Appeal Process:

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

Only the supervisor is allowed to make the appeal on the evaluation.

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