Evaluate a Customer Interaction and Prompt for Coaching in 8x8 Quality Management

Objective

Applies To

• Quality Management & Speech Analytics

Procedure

1. From the Speech Analytics & QM home page, click Interactions . The Interactions page displays.
2. Select the agent interaction you want to evaluate. A slider screen displays on the right.
3. On the slider screen, click Evaluations and then Evaluations to display the New Evaluation page.
4. From the Template drop-down, select the template that the QM admin added the coaching preferences to.
5. Complete the evaluation and click Save.
6. A prompt displays asking:
   • Email agent a summary of the evaluation
   • Send coaching request to Agent supervisor
     Note: This prompt is defined by the coaching preferences set in the template.
7. Select Send coaching request to Agent supervisor and click Confirm.
8. A message displays saying the coaching request was sent and that the evaluation was saved.