QM Workspace for Agent
In the QM workspace, Agents can view the evaluation status of their conversation and the list of their conversations. The evaluation status is categorized as follows:
Pending Review: Conversations that are evaluated and submitted by QA, and are awaiting acknowledgment by Agents.
Acknowledged: Conversations that are reviewed and acknowledged by Agents.
To View QA Feedback
Navigate to Evaluations > QM Workspace.
Select the date range to filter the data by the specified time frame. The default filter is Last 15 days.
Click the Column Recorder (
) to include columns to be displayed.Select a conversation with the status as Pending Review.
The conversation details will be displayed, showing both Auto Score and Manual Score in the Scorecard tab.
The question-level comment is displayed below the question, and the overall comment is displayed in the Comment tab.
Once the scorecard is reviewed, click Acknowledge if you agree with the QA's score and comments.
Click the Agent filter to view both Agent ID and Agent Name. 10 Agent details are displayed by default. To list the next set of 10 Agents, click Load more at the end of the dropdown. To find an Agent, enter the Agent's name in the box. This retrieves the Agent details even if they are not available in the currently loaded list.
Agent Acknowledgment of Feedback
When the QA submits an evaluation, the respective agent can see it in their QM Workspace. The agent can acknowledge each evaluation. At present, the agent cannot comment on or decline the evaluation.