Add Appraisal
Last updated
Last updated
Add performance rating is a process to give appraisal against agents' performance during interactions with customers. In the available ticket tab, select the ticket and click the ‘plus’ button (). Then, you will see a pop-up form appraisal and conversation chat history. In the form appraisal, you can select template criteria and click ‘apply template’ button. If there is no criteria template, you can create template criteria as described in the rating criteria menu.
The criteria template will appear if matches between the channels in the criteria template and the selected channel ticket. For example, if the criteria template is created for the live chat channel, the template criteria will only appear on live chat tickets and not appear on telegram tickets, e-mail, etc.
Component Explanation:
Name
Description
Ticket Number
A unique number that’s assigned to each ticket
Total Score
Total percentage of score minus additional score reduction
Criteria
Criteria will be used to evaluating the Agent’s performance (Required)
%
Point of criteria (Automatic Required)
Score
Score for each criteria. You can input a score criteria that is less than equal to the number of points {score} = {<=point} (Required)
Remark Criteria
To add a remark or description of each criteria
Additional Score Reduction
If additional score reduction is entered, the total score will automatically decrease (Optional).
Remark Appraisal
To add a remark or description for overall appraisal (Optional).
After selecting the template criteria, you can input the manual score of each criteria. By default, you can input a score criteria that is less than equal to the number of points {score} = {<=point} and you are able to add the remark on each criteria. For example, If the point on criteria is 60, then you can enter a score less than equal to 60 points.
If you're done, you can click ‘Save’ button. And then, you will be prompted to confirm submit appraisal request, click ‘Yes’ to proceed or you can click ‘No’ to return to the performance rating page.
For example, click ‘Yes’ button. Then, tickets that have been appraise by Quality Assurance (QA) will be moved to the Ratings tab, as shown in the image below.
