Grade a Call

RETURN TO THE MAIN SUPPORT PAGE

The purpose of this guide is to explain how Location Employees and Agents can grade calls, both their own and their peers, by using a management-supplied gradesheet.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

Your company needs to subscribe to CallPotential's Evaluation module in order to grade calls.

Access Your To-Do List as a Location Employee - Note: You must first access CallPotential’s web version to complete an Evaluation task which can be done by completing step (A) and signing in. Please contact Customer Support if you have forgotten your username and password via the Help icon.

(A) View Evaluations To-Do List - In your notification email, click the link to access your To-Do list. Proceed to (D) Search to learn how to navigate your To-Do list. Note: If the username you use to login with is not a valid email address, you will not get these emails. You will need to log into the web version and proceed to (B).

Access Your To-Do List as an Agent - Note: You will receive the email notification just like Location Employees. However, the number badge above the Evaluations icon may be a more effective notification of evaluation tasks since you will already be in CallPotential's web version.

(B) Number Badge - The number badge indicates how many Evaluation tasks are assigned to you.
(C) Evaluations - Located inside the left hand navigation column, click to view;
- your grading tasks
- your finalized grades
- your location grades
- calls in the Call of Fame

Customize Your To-Do List - Note: For Agents, clicking the Evaluations icon will automatically open the To-Do list.

(D) Search - You can search for a specific evaluation task by entering the Customer name, Lead name or Call ID.
(E) Filter by Call Type - Click to access the list of all the available call types. Options include;
- All Inbound or Outbound
- Collection Inbound or Outbound
- Customer Inbound
- Follow-Up
- Lead Inbound
- Non-Lead
- Payment Inbound
- Unprocessed
(F) Filter by Location(s) - Click to filter the list by the locations you are assigned.
(G) Filter by Time - Click 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
(H) Additional Filters - Filter choices include;
- The employee who is being graded
- Exclusion Requests - Note: This filter is unchecked by default so you will not see exclusion requested calls. Check this filter to include these calls in your list.
(I) Apply - After selecting your filters, click this to update the list to reflect your choices.
(J) Reset - Click this to remove any filters you've applied and return to the original list.

Select a Call to Grade

(K) Grade - Once you've identified the call you want to grade, click to open the gradesheet and associated Lead or Customer card.

Use the Gradesheet to Grade a Call

(L) Recording - Click the Play icon to listen to a recording of the call.
(M) Download Audio - Click to save the audio file to your computer.
(N) Download Gradesheet - Click to download a copy of the gradesheet as a PDF document to your computer. Note: You will need to save any changes you made to the gradesheet before you can download it.
(O) Exclude - Depending on how the call was categorized, you may not be the person on the phone call, despite it being assigned to you or the recording might be of poor quality and hard to understand. When things like this happen, you may ask your management team to have this call excluded from grading. Click Exclude to submit an Exclusion request to your management team. If the Exclusion request is approved, it will be removed from your To-Do list.
(P) Minimize the Gradesheet - Click to minimize the gradesheet on your screen. This is helpful if you need to refer to the Lead or Customer card associated with the call that appears behind the gradesheet.
(Q) Call Information - This area provides additional contextual information about the call including its time and date, the employee being graded, the location the call is associated, and the Lead or Customer name associated with the phone number.
(R) Gradesheet - This indicates which management-created gradesheet you are using to grade the call.
(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 entering it into 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 - 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) Save - Click to save the edits made to the gradesheet and return to your To-Do list. The grade assignment you just completed will no longer display in the To-Do list. The call will be moved to your Employee tab once it is given a final grade by your Administrator, Manager or Evaluator.
(W) Cancel - Click to discard the edits made to the gradesheet and return to your To-Do list. The call will remain in your To-Do list and the number badge above the Evaluations icon will remain the same.