Inserting Contacts

Go to any of the following tabs on the main menu ribbon.

• Calls
• Chat
• Emails
• In Present

Search and select the contact or agent that will be evaluated.

Add the Tag or call I.D.

Complete the duration time of the call.

• The call can be assigned to a supervisor or Global Monitor.

Enter a reason for the contact.

Also, take note of the following. If a contact was selected and the person was on leave or off sick a reason for “Justification for none evaluation” can be selected as per the image below.

 

The option is available and can be added to any of the channels or excluded. This can be done by going to:

 

Then complete the options as per the image below:

In the following step user can add a file audio or video file. Please note that this option is only available on selected packages for video file uploads. In addition, please speak to CYF for the configuration of attaching files.

 

The following step will allow the user to choose when the Evaluation will be done as per the image below.

“Record And Force Evaluation Later” This option will allow the user to choose the form and evaluate the call at a later stage.

• “Record The Form” Allows the user to choose a form. The user can always go back and evaluate the call later.
• “Record and Evaluate Now” The user will have to choose the form and continue to evaluate immediately.
• “Record And Evaluate Now With The Last Used Form” The user will continue to evaluate now with the last form used.
• “Record The Form Justification for non-evaluation” This option will be used in the event where a contact cannot be evaluated due to a reason specified in the justification for non-evaluation 

Once the user have chosen any of these options the user will be re-directed to the following screen. In this example this is the option Record and evaluate now. The user will click on the “Thumbs Up” icon which will take the user the forms page. See image below.

In the event where an evaluation was chosen to be done later the user can go to:

• Settings
• List All

The information will be listed here as per the image below:

Just click on the thumb icon and select the form in the pop up window and continue with the evalaution.