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Note
Italicized terms represent clickable icons on the specific screen being discussed.
You must be signed into CallPotential's web version to view your graded calls.
Once a call's grade has been finalized by an Administrator, Manager or Evaluator, you will have the ability to view its final grade. The purpose of this guide is to explain where to find those graded calls and how to decipher the gradesheet. Note: You will need to be logged in as an Employee or Agent to access the Evaluations icon in the left hand navigation.
Access
(A) Evaluations - Located inside the left hand navigation column, click to;
Grade your own calls
Grade peer calls
View your graded calls
Review grades given to locations you are assigned
View management-identified model calls.
(B) Employee - Clicking Evaluations will open your To-Do list which contains all the grading tasks you are assigned. Click Employee to view your graded calls.
View the Grade Summary
(C) Grade - Hover your mouse over a grade to view the grade summary. The summary includes information on
the number of points you received
the grader's name
the date & time the call was graded
the gradesheet used.
View Detailed Grading Information - Note: Click the grade to open the gradesheet and either the Lead or Customer card associated with the interaction. With exception of being able to listen & download the call recording - step (D), the gradesheet is read-only and can't be edited.
(D) Recording - Click the Play icon to listen to a recording of the call and the Download icon to save the audio file to your computer.
(E) Download Audio - Click to save the audio file to your computer.
(F) Download Gradesheet - Click to download a copy of the gradesheet as a PDF document to your computer.
(G) Lead/Customer Information - This includes information on
when the call occurred
the employee who was graded (you)
the location where the Lead or Customer's record is associated
the grader's name.
(H) Grading Note - This includes any notes summarizing the grade and is applicable to the entire gradesheet.
(I) Section Score - Each section of the gradesheet adds up to the total grade. Sections may include multiple questions that each have received a grade.
(J) Individual Question Score - Each question within a section will receive a grade.
(K) Individual Question Note - Graders have the option of adding notes explaining the score for each question.
(L) Close - Click to close the gradesheet and return to your list of graded calls.
