Step-by-Step: Creating an Evaluation
1. Go to the Evaluations Page
In the left-hand navigation, click Quality, then select Evaluations.
2. Create a New Evaluation
Click the plus (+) button.
You’ll be asked to choose between:
A Once-Off Evaluation
A Recurring Evaluation
Choose the one that fits your needs.
3. Set Evaluation Details
Give your evaluation a clear name, then:
Select the scorecard you want to use
Choose your source (the integrated tool from which Solidroad will pull data, such as Intercom, Zendesk, or Gong)
Choose Evaluation Frequency
Toggle between Once-Off or Recurring, depending on how often you want this evaluation to run.
Select the Time Period
Choose the specific time range you want the evaluation to cover.
Apply Filters
Set the conditions that define which conversations will be included:
Stack multiple filters if needed
Choose between "Match All" or "Match Any" to control how filters are combined
You can also apply Solidroad-specific filters (such as custom attributes or labels). These won’t always change the number of conversations included, but they can refine the dataset.
Assign the Agent to Be Scored
Specify which agent should be scored by entering their name in plain text.
If this field is left empty, Solidroad will automatically score the assigned agent or the most active agent in the conversation.
4. Review the Preview
Preview the conversations that match your filters to ensure the evaluation setup is accurate.
9. Finalize and Create
Click Create to run the evaluation. Once processing is complete, your scored results will appear in the Evaluations list.
Need Help?
If you need assistance setting up filters or choosing a scorecard, reach out to our support team via the Get Help tab in the platform.