# Genesys Quality Management Suite 8.1.520 : Adding Random Media for Evaluation

Where contact centers have a long term quality monitoring process, they select calls for evaluation based on a random selection, within parameters which are set in their search process, for example, calls must be of a certain length .

The reason for making a random selection of calls is to reduce the human influence or bias in the process. Where a call is selected randomly, there is no opportunity for the evaluator to select a “good” call to present the agent in a more favorable light, or a “bad” call to do the opposite. This therefore makes the quality process a little more “impartial” and therefore reliable and trustworthy in the eyes of the agents and the management. If the agents themselves do not believe in the quality process, then it is not possible to influence their behavior and produce better results.

NOTE: When setting up group evaluations, specific media cannot be added and therefore interactions must be selected by random selection according to the parameters input into the evaluation planner.

To add random media for evaluation:

Click Add Random Interactions to add media records for the evaluation.This retrieves the minimum number of appropriate agent calls specified when the evaluation was scheduled .Quality Manager only selects interactions that have not yet been used for evaluation.

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

Click Media to replace the media record.

Click Grade to evaluate the media record.

The Current Rating column displays the sum of questionnaire answers for each media record, while the Total Rating field displays the average of all Current Rating values.

To remove the interaction click delete.

The Comments and Evaluation Feedback text fields visible on this screen display the text added in these fields for all media evaluations.