This chapter describes how to plan and use Evaluations. The evaluation planner enables users to schedule evaluations for themselves or for others requiring evaluation.

A quality manager in a busy contact center can use the Evaluation Planner to schedule evaluations for all team leaders in a contact center.

The team leader or quality manager can use the Evaluation Planner to schedule the evaluation of a specific call to investigate a customer complaint.

Agents can also schedule an evaluation for themselves, to enhance their own personal development.

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