Monitoring Quality Plans

In the Evaluator Assignments page, there are two tabs - Plans Monitoring and Manage Evaluations.

Plans Monitoring

In the Plans Monitoring tab, you can see if active plans are finding interactions and distributing them to evaluators. You can monitor the overall progress of the evaluators in completing their tasks within the allocated time period and drill down to view the details by clicking on a plan. The Plan Monitoring page automatically refreshes every hour, whether it was previously refreshed manually or through an automated process.

The quality plans that you can track for your teams should have at least one team accessible. These plans are limited to the views assigned to you in the Evaluation view. A view allows you to control access to interaction State that allows an agent to complete work requirements after finishing an interaction and employee data.

In the Plan Monitoring page, the total number of evaluations expected for each evaluator defines the estimated or predicted total number of evaluations. This is estimated before the actual distribution of evaluation task assignments.

If the evaluation view is not changed throughout the plan, the total expected evaluation count per evaluator may change.

There can be a slight variation of 1 evaluation in the expected distribution if the total assignment is an odd number, or the total number of evaluators is an odd number. (You cannot divide an odd number evenly).

The drill-down view contains:

• Plan type—Whether the plan is recurring or one-time.

• Plan summary such as number of evaluators, number of active agents, planned interactions per agent, and the evaluators assigned to the plan.

• Evaluation progress.

  Whenever the value for Distribution (%) and Completed/Expected is higher than expected, you can see an indicator.

The Plan Monitoring page displays the following data for each plan:

Column	Details
Plan Occurrence	Weekly/monthly recurring or one time plan.
Distribution (%)	Distributed interactions versus the expected distributed interactions (for the entire plan period). Indicates how successful the plan is in finding distributions defined in the plan. Distributed interactions include interactions from active and inactive agents while they were active during the plan period. Whenever the distribution value for any plan is more than 100%, an indicator is displayed in the column header.
Completion (%)	Completed evaluations vs. distributed interactions. Indicates the progress of the completion of evaluations. Evaluations that are being handled from a gap in a previous time period will not be taken into account when calculating the completion of interaction evaluations. Only evaluations from the current time period are counted.
Average Evaluations per Day	Completed evaluations / number of the days that already passed in the current plan.
Remaining Days	Number of days remaining in the plan period.
Status	On track or Off track. Indicates whether the evaluators are on track to complete their interactions in the defined time period or not.

Manage Evaluations

In the Manage Evaluations tab, Quality Managers can see the list of all the evaluations initiated through Quality Planner or manual assignment.

You can filter evaluations by assignee, status, type, plan name, date range (Evaluation Start Date), and form name. if evaluations are not a part of a plan, then you can filter it by assignee and evaluation type to narrow down the search.

Quality Managers can re-assign them to the other evaluators or themselves which are in the New state. Click Options from the last column and select Change Assignee to change the assignee of an evaluation.

Click on the evaluation to view CXone Player along with Form Executor. CXone player shows are run the interaction which you can listen. Form Executor shows multiple tabs - Evaluation Form, Evaluation History, and Evaluation Insights.

Evaluation Form

This shows the form configured for the evaluation.

Evaluation History

Evaluation history displays the detailed history of the evaluation. It shows details for each status of the evaluation.

Evaluation Insights

Supervisors can understand their agent performance in a quality evaluation along with recommendations for improvement. Evaluation Insights summarizes the overall findings and conclusions from the evaluation process. It provides strengths and improvements for the agent. It also provides suggestions for the evaluation. Refer Evaluation Insights for more details.