If you completed an evaluation and sent it to the agent for review, the agent can request a reevaluation. The evaluation will be returned to you with the agent's request and you can review the interaction a second time, taking the agent's comments into consideration.
Agent must have Evaluations permission enabled under My Zone for QM Permissions.
To reevaluate an evaluation:
- Click the app selector
and select My Zone. -
Click Tasks.
Evaluations that have been returned for reevaluation appear in the list with the status: Challenged.
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Open the evaluation to review the agent's comments.
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Play back the interaction.
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Review the questions on the form and make changes as needed.
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You can add comments to any of the questions, even if you made other comments previously. The new comments will be added after the older ones.
Click the comment icon, enter your comment, and click Submit.
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When you're done reevaluating the interaction, click Send to Agent.
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In the Request Review window, enter comments for the agent and click Submit. The reviewed form will return to the agent and the form will be marked as Completed, which means that the agent cannot request that the evaluation be reviewed again.