Evaluate a Customer Interaction and Prompt for Coaching in 8x8 Quality Management

Objective

Evaluate an agent’s call interaction and request coaching feedback for that agent.  

Applies To

• Quality Management & Speech Analytics

Procedure

To evaluate an agent’s interaction and request coaching feedback:

1. From the Speech Analytics & QM home page, click Interactions  . The Interactions page displays.

2. Select the agent interaction you want to evaluate. A slider screen displays on the right.

3. On the slider screen, click Evaluations  and then Evaluations  to display the New Evaluation page.

4. From the Template drop-down, select the template that the QM admin added the coaching preferences to.

5. Complete the evaluation and click Save.

6. A prompt displays asking:    

   • Email agent a summary of the evaluation

   • Send coaching request to Agent supervisor

     Note:

     This prompt is defined by the coaching preferences set in the template.

7. Select Send coaching request to Agent supervisor and click Confirm.

8. A message displays saying the coaching request was sent and that the evaluation was saved.