Edit Evaluation

Evaluators may feel the need to edit an evaluation in cases where:

  • You may feel that they might have rated an interaction too high or too low and may feel the need to edit the evaluation to ensure accuracy.

  • A change in internal policy change may affect evaluation scores and require editing the evaluation without being considered a dispute.

  • You may receive clarification on a previously incorrect question and need to edit the evaluation to change the answer.

  • An evaluation acknowledged by the agent may require editing to add more comments at the question level.

You must have these permissions:

  • QM Tools > Evaluations > Perform Evaluations: All Permissions (View, Evaluate, Replace, Delete, Assign, Edit)

If you cannot edit an evaluation, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

You can edit an evaluation when:

  • The evaluation is complete.

  • The agent acknowledges the evaluation.

  • Re-editing of an edited evaluation.

  • For disputed evaluation if the appeal has been resolved.

Calibration evaluations (done as part of a calibration exercise) are currently not editable.

To edit an evaluation:

  1. You can access an evaluation form from My Zone > Quality Performance, Interactions, Legacy Dashboard, or Reporting.

  2. Click the completed evaluation form you want to edit.

  3. Click Edit and add a Reason to explain why you are making the changes. Make the changes you want in the form.

  4. Click Submit to save the changes.

    5. After you submit the change, the Updated label is displayed next to the evaluation in My Zone > Evaluations. The agent can click the evaluation to view the edits made to the evaluation. No re-acknowledgment is required from the agent.

Edit/Delete comments in an Evaluation

To maintain clarity and accuracy in agent evaluations, evaluators can now edit or delete comments directly within the evaluation form. This enhancement ensures that feedback remains relevant, clear, and aligned with performance goals. With the appropriate permissions, evaluators can easily update or remove comments as needed during the evaluation process.

You must have these permissions:

  • QM Tools > Evaluations > Perform Evaluations: All Permissions (Edit All, Edit Own)

If you cannot edit an evaluation, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

To edit comments in an evaluation form:

  1. You can access an evaluation form from My Zone > Quality Performance, Interactions, or Legacy Dashboard.

  2. Click the completed evaluation form you want to edit.

  3. Click the icon next to the comment and click Edit. Modify the text as needed in the Edit Comment editor.

  4. Click Save to update the changes.

To delete comments in an evaluation form:

  1. You can access an evaluation form from My Zone > Quality Performance, Interactions,or Legacy Dashboard.

  2. Scroll to the comment in the evaluation form that you want to remove.

  3. Click the icon next to the comment and click Delete. A confirmation dialog will appear.

  4. Click Yes, Delete to delete the comments and click Save .

Evaluation History

Evaluators or agents can see the evaluation history in the evaluation form, which they can access from My Zone > Quality Performance, Interactions or My Zone > Evaluation Tasks. The evaluation history tracks the sequence of the different events that occurred in the selected evaluation form. It also displays the Reason in case an evaluation has been edited.

You must have these permissions:

  • QM Tools > Review Evaluations: On

  • QM Tools > Evaluations > History: On

If you cannot view the evaluation history of a form, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

Evaluation Summary

Evaluators or agents can see the evaluation summary, which they can access from My Zone > Quality Performance, Interactions, or My Zone > Evaluation Tasks. The evaluation summary allows you to review it and provide feedback.

This feature is supported only for users with the CXone Mpower Quality Management Advanced or Quality Management Premium license.

You must have these permissions:

  • QM Tools > Review Evaluations: On

  • QM Tools > Evaluations > Summary: On

If you cannot view the evaluation Summary of a form, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.