# Genesys Quality Management Suite 8.1.520 : Selecting a Specific Interaction for Evaluation

Select a specific interaction to investigate a complaint because it is important to retrieve a specific call.

When creating an evaluation, the user may already know which existing interactions should be used. Quality Manager enables one or more Call or Screen interactions to be selected for use with the evaluation.

To add specific interactions:

1. Click Add Interaction. A selection dialog box opens and enables the evaluator to filter results by specific parameters.

- External data key – is the type of data that is stored with a call. for instance the Agent ID

- External data value – is the actual value of the data key for instance J.Smith.

- Customer number – one of the main reasons why contact centers use this is to investigate customer complaints. The advanced search in Call Recording must be set up correctly.

- Description – identify a call in Call Recording using a note in the description field on the right hand side of the recorded calls tab and then use this as a reference in Quality Manager. There is no set up in Call Recording required.

2. Select an Interaction.

3. Click Search to display a list of matching interactions. If the currently selected agent does not have an ID, for example extension number, specified in their Quality Manager profile, the error message “The agent identifier is set to NONE. Search results will contain results for all agents” appears in the Add Interaction selection dialog window. This results in interactions for all agents being displayed in the dialog box.

4. Select the checkbox for the call to add it to the evaluation.

5. Play the call to make sure that it is the correct one.

6. Click Add Interactions.

7. The chosen interactions appear in the media window and the selection window closes.

To remove an interaction click delete. If the minimum number of interactions set have been added then it is not possible to delete any interactions until more have been added.

## Adding Sub-Criteria

A contact center manager can create evaluations for a month’s calls using 4 sub-criteria tabs to select calls for specific weeks in the coming month. The reminders and deadlines can even be set to make sure that evaluators do not forget that they have to do their evaluations by a certain date and time. The evaluation can be saved as a template and then re-used with minor alterations for the following month.

1. Click the Add Sub-Criteria tab.
2. Click Add Media.
3. The Media Type dialog box opens. Select a Media Type from the drop-down list. Specify a Min. Count and click Save. Repeat this step until all required media types have been added. The media types available are:
   - Call
   - Call + Screen
   - Screen
   - Chat
   - Email
   - Other
     Quality Manager creates rows for Chat, Email, or Other media in the grading, this enables these interactions to be evaluated. Although it is possible to mix media in an evaluation, for best practice Chat, Email, and Other require different questionnaires, because they are written media and may have different standards for evaluation than Call, Call + Screen, or Screen media.
     The Interaction Count must be the sum of all of the Basic and Min. Counts from all Sub-Criteria media types. If the Interaction Count dialog box is highlighted with red edges, change the Interaction Count to equal the sum.
   - In addition to the options available on the Basic tab, a subset of sampled calls can be required to match a different specific time period to that specified on the Basic tab.
   - Specify a minimum call length, Min. Length, to filter out short or aborted calls, and a maximum length, Max. Length, to filter out excessively long calls. The evaluator can compare similar skill levels and bring agents that are almost up to target on track. Then for further evaluations, setting the Max. Length at higher than accepted norms identifies where more in depth training may be required for those agents whose calls are excessively long.
     Evaluating outbound calls – most people hang up, so there will be lots of very short calls recorded that do not contain valuable information. A minimum length can filter these out. On the other hand, if a coach wants to investigate an agent’s introductory statements, he might want to specify ONLY short calls to listen to how the agent starts the call with the customer.
     Evaluating unsuccessful sales calls. If a sale normally takes 12 minutes to complete, then a sales manager might want to listen to all calls which have a “no sale’ wrap up code but are at least 12 minutes long – to find out what the agents are doing with the time. Investigating Average Handling Time. (AHT) This is a variation of the above. If an inbound program has a certain AHT, listening to calls that are longer than that AHT might help to establish why the AHT is so high, and then agents can be given corrective training.
   - External Data shows calls that have been flagged with specific information associated with them. For example, the External Data can be configured to flag high value, new, returning, or other customers, enabling the evaluator to select calls from various customer types.
   - The Deadline field enables a date to specified by which the evaluation must be completed. A reminder message can be set to notify the evaluator, Remind Evaluator, a specified number of days before the evaluation deadline, Days to Deadline. Where contact centers do not have dedicated evaluators and the team leaders have to do this as well as the rest of their tasks, this is a good way for the ccmanager or quality manager to keep reminding them that they have evaluations to do.
4. Click Create Evaluations at the top of the tab. The evaluations are created and a message box states how many evaluations were created. Click OK to close the message box.
5. Select Evaluation List to view the created evaluations.If there are no calls that satisfy the sub-criteria available then, calls that satisfy the Basic criteria are added.
6. Further Sub-Criteria can be added as required, but as mentioned earlier, the sum of the Min. Count fields for all media records from all Basic and Sub-Criteria tabs must be the same as the Interaction Count value at the top of the Planner.