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Evaluation Rules determine how often Evaluation tasks are assigned, who gets tasks assigned to them and what gradesheet is used for the Evaluation. For more information on how to create a gradesheet, click here.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
You must be signed into CallPotential’s web version as an administrator to create new Evaluation Rules.
Access
(A) Settings icon - Click the gear icon to access all your available system administrative settings.
(B) Evaluation Engine - In your system settings list, scroll to the lower half of the list and click to open the Evaluation Engine screen. From here you can create new Evaluation Rules or edit existing ones.
(C) New Rule - The page you land on after clicking Evaluation Engine allows you to edit and archive existing Evaluation Rules as well as activate archived ones. To create a new Evaluation Rule, click here.
Assign Locations - Edits made here direct the system to only assign grades using calls and users from your selected location(s).
(D) Rule Title - Enter the rule's name. Once saved, this title will appear in your Evaluation list. The title should be condensed enough to fully appear on this list but inclusive enough to summarize who and what is assigned to it.
(E) Select Location(s) - You have the ability to select which location(s) will be assigned this evaluation. You can select individual locations by clicking one, multiple locations by clicking multiple or all the available locations by clicking Select All. If the list is long and you know the specific location name you want assigned, you can enter it in the search box. The list dynamically updates as you enter characters.
(F) Assign Location(s) - Once you've selected a location(s), the right facing arrow becomes highlighted in blue. Clicking it moves the selected location(s) to the Assigned block. Note: Unassigning location(s) works the same but in reverse.
(G) Allow same-store grading - Toggle this off to restrict users at the same location from grading each other. Note: If only one location is assigned, deactivating this setting causes no calls to be assigned.
(H) Next - After selecting your intended location(s) and deciding whether you want same-store grading, click to advance to selecting which role(s) will be assigned this Evaluation Task.
Assign Roles - Edits made here direct the system to only assign grades to specified users.
(I) Select Roles this Rule will Apply to - You can select either or both roles. The selected roles will be assigned Evaluation tasks.
(J) Exclude User(s) Selection - This is where you can exclude specific users from the Evaluation process. You can select individual users by clicking one or multiple users by clicking multiple. If the list is long and you know the specific user you want excluded, you can enter it in the search box. The list dynamically updates as you enter characters. Note: If all users are excluded, no Evaluations will be sent out.
(K) Exclude User(s) - Once you've selected a user(s), the right facing arrow becomes highlighted in blue. Click it to move the selected user(s) to the Excluded list. Note: Including users is the same process but in reverse.
(L) Inform evaluators when assignments are sent - Activate this setting to have emails sent to users when there are Evaluation tasks to complete. Note: If a user does not have a working email address, they will need to log into the web version to see if there are any Evaluation tasks assigned to them.
(M) Allow agents to grade each other - Enabling this allows Agents to Peer evaluate each others' calls. Note: If you’ve only selected Agents in step (I), they will only be assigned Self Evaluations.
(N) Next - After making your selections on this screen, click to advance to selecting which call types to assign.
Assign Calls - Edits made here direct the system to only assign grades for specified call types.
(O) What call type will this rule apply to - Select the type of call that will be evaluated. If you only want a specific type of call evaluated such as Lead calls, you can select it from this dropdown.
(P) Which call should be pulled first - If Most Recent is selected, the newest call(s) will be selected to be graded. If Beginning of Grading Period is selected, the system will only select calls which have occurred since Evaluations were last assigned.
(Q) Only include calls since last run - When using Most Recent, enabling this will only include calls since the last Evaluation period.
(R) Next - After making your selections on this screen, click to advance to assigning the gradesheet (rubric) that will be included in this Evaluation task.
Assign Gradesheet - Edits made here direct the system to use a specified gradesheet (rubric) to grade calls.
(S) Select a default gradesheet for this rule - Specify which gradesheet (rubric) to grade calls with. Click for more information on creating and editing gradesheets.
(T) How often should calls be sent for evaluation? - Your selection here determines how often new Evaluation tasks are sent to your identified users. Options here include Daily, Weekly or Monthly. If you select Weekly or Monthly you will need to select the day of week or the date.
(U) Number of calls to be evaluated - Users can grade their own calls (Self) or other calls (Peer). Enter how many of each type are sent to your identified users based on the frequency you selected in (T). The number of Peer evaluation calls is dependent on the number of Self evaluation calls. For example, if you have selected 2 calls for Self evaluation and 2 calls for Peer evaluation, then it will assign 2 to the person who handled the call. Each of those calls will then be assigned to 2 Peers making the total number of Peer calls equal 4.
(V) Next - After making your selections on this screen, click to advance to the confirmation screen where you can save the Evaluation Rule.
(W) Cancel - Click to close this screen and return to your list. This will discard any edits you've made.
(X) Back - If, after reviewing the information, you want to go back and make an edit, click this to go backward. Note: Clicking Back once will return you to the previous screen. If you want to go back further than that, you will need to click this multiple times.
(Y) Save - If the information on this screen is correct, click to enable this Evaluation Rule. Once you click Save, this will immediately be applied to the location(s) and user(s) you’ve identified.
