From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- 1 Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
Supervisor Guide
Grading Calls in Progress
You can grade various aspects of your agents’ performance while monitoring their calls. The assigned grades will be stored as part of the historical call detailed record and will be visible to other managers of your contact center with corresponding privileges.
To grade a call that you monitor:
- Click the Grade button next in the Contact Info Panel.
- Select grades for the desired categories.
- If necessary, type a free-form comments about the call in the Notes field.
- Click Ok.
Note: The call grading categories are customizable and may differ from the ones shown above. If in doubt about the purpose of a specific category, contact your administrator.