Note
Italicized terms represent clickable icons on the specific screen being discussed.
Administrators, Managers, and Evaluators have the ability to finalize a call's grade or exclude it from grading. Finalizing a grade can be done in one of two ways; either from a grade already submitted or from scratch. Both grading options can be accessed via the To-Do list. The purpose of this guide is to explain how to access your To-Do list and either grade or exclude a call.
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.
Search for a Specific Call - Note: Clicking Evaluations will automatically open to your To-Do list.
(B) 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
(C) 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
(D) Filter by Location - Click this dropdown to filter your list of calls by the location they are associated with.
(E) 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
(F) Additional Filter - There is another way to filter the list that doesn't appear. Click the plus sign to filter the list by Employee.
(G) Apply - After selecting your filters; you will need to click this to update the list to reflect your choices.
(H) Reset - Click this to remove any filters you've applied and return to the original list.
Grade a Call
(I) Self Grade - This column tracks the progress of grading and includes the following;
Pending - The self-grader hasn't graded their call.
Complete - The self-grader has graded their call.
N/A - There are no grading tasks assigned for the call.
- (I
(J)
Grade Status - Grades can be completed by the employee who completed the call and by one of their peers.Peer Grade - This column tracks the progress of grading and includes the following;
Pending - Not all the peer grading tasks have been completed. Note: You can hover over Pending to see how many grades have been completed.
Complete - All the peer grading tasks have been completed.
N/A - There are no grading tasks assigned for the call.
(K) Grade - Click to open the Grades window and review your listening and grading options.
(
JL) Play - Click to listen to a recording of the call.
(
KM) Download - Click to save the audio file to your computer.
(
LN) Grade a Call from Scratch - Click Grade to open a blank gradesheet and associated Lead or Customer card. Click here for more information on grading calls.
(
MO) Confirm or Edit a Previously Graded Call - Click the Grade Percentage to view, edit, or confirm the grade being displayed. Click here for more information on previously graded calls and review steps (K) through (T).
Exclude a Call from Grading - Note: Click here and refer to (N) for more information on how users submit Exclusion Requests.
(
NP) Excl Request - Click to open the Exclusion window where you can approve or reject the Exclusion Request. Users may send you Exclusion Requests if the call had audio issues or if it was unrelated to storage.
(
OQ) Play - Click to listen to a recording of the call.
(
PR) Download - Click to save the audio file to your computer.
(
QS) Reason for the Exclusion Request - When someone submits an Exclusion Request, they are required to include the reason for the request. You can review it here.
(
RT) Grading Information - Information here includes;
The type of grade (either a self or peer grade)
Who is/was assign(ed) to grade the call.
The word "Pending" or a grade percentage. Note: Calls that have already been graded will have the grade and percentage listed as a link. Click the link to open the gradesheet and associated Lead or Customer card where you can edit or finalize a grade. Proceed to (S) to learn how to grade a call from scratch.
(
SU) Grade - If you would like to grade the call from scratch, clicking this will open a blank gradesheet and the associated Lead or Customer card. This will, in effect, reject the Grading Exclusion request. Click here for more information on grading calls.
(
TV) Exclude Call from Grading - If you agree with the Exclusion Request, click here and it will be removed from your To-Do list as well as everyone who had it assigned to them.
