# Genesys Quality Management Suite 8.1.520 : Grading a Media Record

To grade a media record, click the Evaluate icon for that record on the Evaluator Form.

Click Play to play the call or video on Universal Player.

1. The questionnaire details display in a small window at the top of the form. The Calling Number, Ticket Number, and Category can be updated as required. Scroll down in the window, if necessary in order to view all the questions. The vertical line next to the “answer” heading may be dragged to the left or right to alter how much of the answer the user can view.
2. Select a suitable answer for each question, stopping and replaying the media as necessary. All questions must be answered for all media records present in the evaluation before the evaluation can be marked as complete.

The Internal Note text field can be used for keeping notes about a media record.

The note panel to the right of the answer of each question enables the evaluator to make a note that will be tied to a specific question. This is very useful when an evaluator gives an agent a poor mark on a question and can then write notes here to remember why when giving the agent feedback.

The Feedback Panel contains two text fields that can be seen by the evaluated agent. Things To Maintain can be used to keep a list of points illustrating areas of good performance by the agent, whereas any areas for improvement should be noted in the Things To Improve field.

To export the audio so that it can be emailed, click Export Audio. If there is no media available then the Export Audio. button is disabled.

A dialog from the browser opens and gives the opportunity to save or open and play the file. Click Save File and the file saves to Downloads on the local computer.

1. Click Save & Close at the top of the grading form to keep all modifications made to the form fields. The grading session can therefore be saved and returned to at a later time.
2. Click Close to close the grading form.

## Viewing Information and External Data about the Interaction in the Grading Form

To see information and external data associated with the call click Info.

A Segment Information dialog displays all the information and external data available for that segment of the call.

To close the dialog click .