My Zone in CXone Mpower Quality Management

View the CXone Mpower Quality Management My Zone video clip.

For users with Quality Management, My Zone offers agents and evaluators tools for review and improvement, as well as tools for managers to monitor quality assurance.

Make sure you and your employees have the right permissions enabled to view pages in My Zone. See QM Tools Permissions, Interactions Hub Permissions, and Coaching Permissions for the specific My Zone permissions required for each page.

In My Zone, each user will have their own tools, depending on their role in the organization.

Each quality plan that you can view should have at least one team associated with it. These plans are limited to the views assigned to you in the Evaluation view. A view allows you to control access to interactionClosed State that allows an agent to complete work requirements after finishing an interaction. and employee data.

My Zone pages are accessibility compliant with the VPAT document (Voluntary Product Accessibility Template) available on request.

Completed: The evaluation is completed, and no further action is required.

Appealed: The evaluation is having a dispute from the agent/supervisor.

Send to Agent: If the “agent can review” option is selected, the evaluation submitted by the evaluator will be sent to the agent.

Sent to Supervisor: The evaluation will be sent to the supervisor (team lead) on the conditional basis of score or selection on workflow settings.

Agents

  • Evaluations—Displays agent’s completed evaluations as well as perform self-assessments and collaborative evaluations. Agents can review their own evaluations, acknowledge that they have received the evaluation, or even dispute the evaluation if necessary, and reevaluate the evaluations.

  • Recent Interactions—Displays agent's interactions from the last 24 hours. Agents can also see their interactions from the last 7 days, 30 days, and 90 days. Agents can view and play back these interactions.

  • Coaching—Displays the coaching package assigned by the manager. Agents can view the coaching packages assigned to them. Once the review is complete, they can submit the completed coaching packages.

Evaluators

  • Tasks—Displays agent interactions that need your evaluation. Evaluators can:

    • Play back the interaction directly from the page and evaluate it using the attached form.

    • Replace or delete tasks or evaluations.

    • Reevaluate disputed evaluations.

      The completed and expired evaluations are not listed in the Tasks page. Such evaluations are available in the BI report.

  • Coaching—Displays the coaching package assigned by your manager. Evaluators can view the coaching packages assigned to them. Once the review is complete, they can submit the completed coaching packages.

Managers

  • Plan Monitoring—Displays any quality plans and their current status. Managers can drill down to view:

    • The evaluator's performance.

    • Plan concurrence and plan summary.

  • Performance Monitoring—Displays the team's evaluation average score for the selected group of agents in a specific time frame. Managers can:

    • Review and analyze the performance of your agents.

    • Generate evaluation reports.

    • Delete the completed evaluations.

  • Coaching-—Displays the coaching package assigned by your manager. Managers can view the coaching packages assigned to them. Once the review is complete, they can submit the completed coaching packages.

  • Calibration—Displays the details of any calibration that are initiated by the manager. Manager can:

    • View the calibrated scores and compare it to the original evaluation scores.

    • Drill down to see the deviation/variation of any specific questions.

  • Self-assessment—Displays the status of any self-assessment evaluations from the last 90 days. Managers can:

    • Initiate a new self-assessment for agents.

    • Delete the initiated self-assessments.

    • View the completed self-assessments and playback the other self-assessments.