# Genesys Quality Management Suite 8.1.520 : Plan the Evaluation of a Specific Call

When investigating a specific call when the call occurred and which agent made the call.

If the customer number and other information have been recorded as external data – these can also be used as search terms to select the call.

To evaluate a specific call.

1. Open the Evaluation Planner.
2. Select a Time Range and the Questionnaire to be used to evaluate the call from the drop-down list. Type the Interaction Count.To select Agents for Evaluation:
3. On the Basic tab. Select Agent Evaluation.
4. Select an Evaluator. The evaluator must be a Quality Manager, team leader, cc manager, or supervisor type of user. Only the groups the evaluator can evaluate are displayed.
5. The groups that the evaluator is responsible for display in the Groups: list. Select the group that the agent belongs to. Clicking on a group displays the agents in the Agents: list on the right. If the required agent is not in the list then check the evaluator's profile in User Manager and see if they have the permission to evaluate the group that the agent is in.
6. Select the checkbox of the agent to be evaluated.
7. Click Add Interaction, the Add Specific Interactions dialog box displays. Most fields on the form are optional but the more information that is entered, the more specific the search is for the call required.
8. Select the Media Direction, type, or copy and paste the Customer number, if known, and select the Min. Length and Max. Length of the call.
9. Type, or copy and paste a Description. This must match the note made in the description field of the call.
10. Select a Media Type and a Wrapup, select a Period and click Search.The calls that correspond to the search appear. The user may then play the call to confirm that they have the correct one.
11. Once the correct call is selected, select the checkbox for that call and ensure that all other calls are not selected. Click Add Interactions. The Add Specific Interactions dialog box closes and the call is added to the evaluation.
12. Click Create Evaluations to create the evaluation. The evaluation is created and a message dialog box states how many evaluations were created. Click OK to close the message dialog box.
13. Select Evaluation List to view the created evaluation.

Important: After an evaluation is created, it is no longer possible to modify the interaction selection parameters for it.