Evaluate Interactions

As an evaluator, when working on an evaluation, you can playback the interaction and evaluate an agent. Your evaluations will appear in the Tasks page in My Zone. Once you've completed the evaluation, it will disappear from your task list.

What happens next?

Based on the workflow defined for the evaluation form, the agent might not receive their evaluation for review at all; the agent might receive it for optional review; the agent might receive it and is required to acknowledge it; the agent might receive it and have the right to dispute it. See Your Evaluations.

The following graphic displays different agent evaluation workflows: