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RETURN TO THE MAIN SUPPORT PAGE


Note

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

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

Access

  • (A) Evaluation icon - Click to access a list of all your assigned self and peer evaluations. More recent calls will appear at the top of the list with the number of items matching the (B) number badge.

To-Do - Displays all your assigned evaluations, both self and peer.

  • (C) Search - You can search for a specific gradesheet by entering the Customer, Lead or Call ID.
  • (D) Filter by Evaluation type dropdown - Click to filter the list by self or peer evaluations.
  • (E) Filter by call type dropdown - Click to filter the list by a specific call type. Available call types include, 
    • All Inbound
    • All Outbound
    • Collection Inbound
    • Collection Outbound
    • Customer Inbound
    • Follow-Up
    • Lead Inbound
    • Non-Lead
    • Payment Inbound
    • Unprocessed
  • (F) Filter by time period dropdown - Click to filter the list by day, month, quarter, year or a custom date range.
  • (G) Additional filters - Click to filter the list by all the locations you have access.
  • (H) Apply filters - Click to update the list according to the filters selected.
  • (I) Reset filters - Click to clear any applied filters and return the list to its original state.
  • (J) Grade a call - Note: The system defaults grades to 50% (F). Adjust as necessary.
  • (K) Play call - Click to listen to a recording of the call.
  • (L) Download call - Click to download and save the call’s audio file to your computer.
  • (M) Exclude - Depending on your management settings you may have the ability to remove the call from your task list.
  • (N) Minimize 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.
  • (O) Call Information - This provides additional contextual information about the call including the time and date of the call, the employee being graded, the location the caller dialed into, and the Lead or Customer name associated with the phone number.
  • (P) Grade sheet - Indicates which management-created gradesheet you are using.
  • (Q) Point indicator - After listening to the call, drag to the desired score along the continuum. 
  • (R) Criteria Notes - Enter explanatory notes for the specific criteria being evaluated (optional).
  • (S) General Notes - Enter any explanatory notes that are applicable to the entire call (optional).
  • (T) Save - Click to save edits made to the gradesheet and return to your To-Do list. The graded call will be moved from the To-Do list to the Employee list and the number badge above the Evaluations icon will decrease by 1.
  • (U) Cancel - Click to discard any 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.


(V) Employee - This list displays your current self and peer-graded calls.

  • (W) Search - You can search for a specific gradesheet by entering the Customer, Lead or Call ID.
  • (X) Filter by call type dropdown - Click to filter the list by a specific call type. Available call types include.
    • All Inbound
    • All Outbound
    • Collection Inbound
    • Collection Outbound
    • Customer Inbound
    • Follow-Up
    • Lead Inbound
    • Non-Lead
    • Payment Inbound
    • Unprocessed
  • (Y) Filter by location dropdown - Click to filter by the complete list of locations you are assigned.
  • (Z) Filter by time period dropdown - Click to filter the list by day, month, quarter, year or a custom date range.
  • (AA) Additional filters - Click to filter the list by grade, who graded the call, and score.
  • (BB) Apply filters - Click to update the list according to the filters selected.
  • (CC) Reset filters - Click to clear any applied filters and return the list to its original state.
  • Review grades - Note: Grades in this list cannot be edited. Hover over the (DD) grade to see.
    • Points
    • Graded by
    • Graded on
    • Grade sheet used


(EE) Location - Displays all completed location evaluations you are assigned.

  • (FF) Search - You can search for a specific gradesheet by entering the Customer, Lead or Call ID.
  • (GG) Filter by location dropdown - Click to filter by the complete list of locations you are assigned.
  • (HH) Filter by time period dropdown - Click to filter the list by day, month, quarter, year or a custom date range.
  • (II) Additional filters - Click to filter the list by grade, who graded the call, and score.
  • (JJ) Apply filters - Click to update the list according to the filters selected.
  • (KK) Reset filters - Click to clear any applied filters and return the list to its original state.
  • Review grades - Note: Grades in this list cannot be edited. Hover of the (LL) grade to see.
    • Points
    • Graded by
    • Graded on
    • Grade sheet used


(MM) Call of Fame - Displays management-identified model calls.

  • (NN) Open Audio Player - Click to access playback controls.
  • (OO) Play - Click to listen to the call’s recording.
  • (PP) Volume - Click to adjust the playback volume.
  • (QQ) Close - Click to close the audio player.


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