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The purpose of this guide is to explain how Administrators, Managers, and Evaluators can listen to and grade calls on an ad-hoc basis.
Administrators have access to the full list of ungraded calls while Managers and Evaluators see calls associated with locations they are assigned.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Access
(A) Evaluations - Located inside the left hand navigation column, click to;
Grade or exclude calls from grading in your To-Do list
View all calls and grade calls on an ad-hoc basis
Grade locations
Assign calls to the Call of Fame
(B) Employee - Clicking Evaluations will open to your To-Do list which contains all grading tasks that are pending a final grade or exclusion request. Click Employee to access the full list of ungraded calls.
Search for a Specific Call
(C) Search - If you know specific call information you can enter it here. The list will dynamically update as you enter information. You can search by;
Customer or Lead name
Call ID
(D) Filter by Call Type - Click to filter the list by how a call was identified. Your options include;
All Inbound or Outbound
Collection Inbound or Outbound
Customer Inbound
Follow-Up
Lead Inbound
Non-Lead
Payment Inbound
Unprocessed
(E) Filter by Location - Click this dropdown to filter your list of calls by the location they are associated with.
(F) Filter by Time - Click this to filter the list according to the time a call occurred. Your choices include;
All Time (no filters, how the list originally looked)
Today
Past 7 days
Past 30 days
A customized timeframe
(G) Additional Filters - There are more ways to filter the list that don't appear in this list. Click the plus sign to access these additional filters. The filters include
by Employee
by Grade
by Grader
by Score
(H) Apply - After selecting your filters, you will need to click this to update the list to reflect your choices.
(I) Reset - Click this to remove any filters you've applied and return to the original list.
Select a Call to Grade
(J) Grade - When you've identified the call you want to grade, click to open the gradesheet and associated Lead or Customer card.
Grade the Call
(K) Grades - If this call was already graded (either self or peer), you can click these arrows to edit or confirm one of those grades. If you want to grade the call independently of previous grading, continue to (L).
(L) Recording - Click the Play icon to listen to a recording of the call.
(M) Employee Name - If, after listening to the call recording, you realize a different user is speaking on the call than who is listed here, click the dropdown to select from a list of available users. The newly selected person will now be associated with the grade once you've finished grading the call and click Save.
(N) Download Audio File - Click to save the audio file to your computer.
(O) Download Gradebook PDF - Click to download this gradesheet as a PDF document to your computer.
(P) Do Not Grade - Click to remove the call from the user's and any peer To-Do list. This might be a good idea if there were audio issues with the call or if it was unrelated to storage.
(Q) Select a Gradesheet - Before grading a call, click the dropdown to select which gradesheet to use for grading. Click here to learn more about creating gradesheets.
(R) Exclude Question from Grading - To remove a question from contributing to the overall grade, click this checkbox and the points will be removed from the total.
(S) Grade Question - After listening to the call and reading the section's question, click and drag the grade indicator to adjust the score. The section and overall grade will adjust to reflect your changes.
(T) Add a Question Note (optional) - After grading a question, you can add an explanatory note by clicking this window. Note: This will be specific to the question. Refer to (U) to learn how to add a note that applies to the entire gradesheet.
(U) Add a Call Note - After you've completed the gradesheet, you can add a note that's applicable to the entire interaction. The process to add this note is the same as (T); click the window and type to enter your note.
(V) Add to Call of Fame - If this is a model call that others would learn from by listening to, check this box. This call will then appear in everyone's Call of Fame tab.
(W) Save - When you've finished grading, click to save your entries. Once saved, the gradesheet and interaction card will close and you will be brought back to your Employee list.
