Scoring Page

If scoring a Workflow without an integration, the Evaluator will be presented with the Scorecard associated with the Workflow and will be scoring the Employee who they selected on the previous page. The scoring journey from here is the same as if using the Score > Employees route.

If scoring a Workflow which uses an integration, the Evaluator will be presented with the Scorecard associated with the Workflow in the right hand pane, and an interaction which conforms to the filter criteria and for the selected agent in the left hand pane.

If the Evaluator does not wish to or is unable to score the interaction which has been presented (if, for instance, the call audio is corrupted or the customer leaves a chat mid-conversation) they may click the “Select Another Interaction” button in the top right of the page.

They will be taken to a page which lists, in descending chronological order, all interactions from the integrated platform which the Workflow they are using is associated with. Once they have identified an alternative interaction to score, they can click Score to be taken back to the side by side view and complete their evaluation.