Creating New Reviews | Eleveo User Guides

Prerequisites

It is necessary to first create questionnaires of the type Quality Review before proceeding. Please see the page https://int.confluence.eleveo.com/wiki/spaces/CLOUDNATIVE/pages/554392383 for instructions.

Only agents Enabled in User Management with the permission REVIEWS_AGENT_ENABLED can be reviewed. If unlicensed, no Review is created for the agent.

Performing a Review or Scheduling a Review

New reviews can be created in one of the following ways:

From the https://int.confluence.eleveo.com/wiki/spaces/CLOUDNATIVE/pages/554390375 screen – How to create an ad-hoc review for a selected conversation from the Conversation Explorer is described on this page.
From the Reviews Screen. See https://int.confluence.eleveo.com/wiki/spaces/CLOUDNATIVE/pages/554392917 .
Using the https://int.confluence.eleveo.com/wiki/spaces/CLOUDNATIVE/pages/554394038 – this is the preferred method for creating reviews for yourself or for others.

Create A Review From The Conversation Explorer

From the Conversation Explorer, a review of a selected conversation can be triggered. A conversation may have one or more identified agents associated with the selected conversation:

In case there is only one identified agent in the conversation, click Review and the Review Conversation dialog displays. (If it is not possible to perform a review an option to View will be displayed).
In case there is more than one agent associated with the conversation, the Review button changes into a dropdown from which the agent to review must be selected.

The Review Conversation window displays:

Note - Agents must be licensed in order to be reviewed. This means that the agent must have the role REVIEWS_AGENT_ENABLEDin order for the grading form to load. They must also have the REVIEWS_SELF_ADD role if they are to perform self-reviews.

Select a Questionnaire to be used for the given review.

Click Review now to go straight to the Grading form and subsequently perform the review process (if the user has permission to perform a review (for themselves or other agents).
- Agents must have the role REVIEWS_AGENT_ENABLEDin order for the grading form to load.
Click Plan review to select Reviewers.

Select one or more Reviewer(s) from the Review conversation window. Select multiple if used for calibration purposes (see https://int.confluence.eleveo.com/wiki/spaces/CLOUDNATIVE/pages/554396577). Select/deselect all Reviewers by using the option Select all listed or the Clear option. Only qualifying reviewers who have the right to review the respective agents will be listed. This also includes the agents that participated in the conversation if they have the REVIEWS_SELF_ADD permission.

An agent with the REVIEWS_SELF_ADD permission cannot see others on the reviewers' list, create reviews for them or change a reviewer. See the https://int.confluence.eleveo.com/wiki/spaces/CLOUDNATIVE/pages/554145394 page for more details on permissions.

Click Plan review to confirm. The window closes. Switch to the Reviews screen to see the recently created items.
In this example, the newly created reviews are visible on the Reviews screen(note that the filter is set to show only recent reviews).

All conversations used in reviews are flagged with the Quality Management Usage flag and marked as protected against removal.

This 'protection' cannot be removed by users.

The Quality Management application recognizes membership in one group only. This group should be marked as a 'main' group in User Management. If users were imported from external systems, like UCCX or UCCE, carefully consider whether their group membership and/or the main group selection should be manually modified from within User Management.
A reviewer must have the agents' main group assigned to them if they wish to perform reviews on these agents.The following rules apply to setting the main group in User Management:- If a user is a member of one group only, this group is set as main.

If a user is a member of more than one group, only one group can be set as main.
If a user is removed from the main group, the first group from available groups sorted alphabetically will be set as the new main group.

How to determine if a supervisor/manager has the correct agent / group(s) assigned to them?

How to determine if a supervisor/manager has the correct agents group(s) assigned to them?

A reviewer must have the agents' main group assigned to them if they wish to perform reviews on these agents. If a supervisor/manager is not able to perform reviews for a user, double-check that they have the correct groups assigned to them in User Management.

Switch to User Management.

Go to Users.

Select the Supervisor or Manager to modify.
On the Edit user pane, open the Can Manage option.
Toggle the List currently assigned option to view all groups.
Check that the correct agent groups is/are selected for this particular Supervisor/Manager. In this example, the Root group i selected, the Admin user can perform a review for all users as a result.
If not selected, the reviewer cannot review agents in the group.

Known limitation - it is necessary to manually select all groups and subgroups! Selecting only the Root group or a group with subgroups WILL NOT include the subgroup.

Question	Role required
Who can view review scores?	A user with the role `INTERACTION_REVIEWS_VIEW`. All supervisors of the team and teams above in the group structure. The user who finishes a review. This means that a user with `INTERACTION_REVIEWS_VIEW`(but not Full/Team View) can see the scores of reviews that were created by that user.
What permissions are required to create or schedule reviews, and are team relationships taken into account?	`REVIEWS_ADD`- Plan a review from the Conversation Explorer (the hierarchical structure of teams is ignored). `REVIEWS_TEAM_ADD`- Plan a review from the Conversation Explorer; the tree structure of teams is respected (the person must be granted Can Manage permission for the relevant group in User Management). `REVIEWS_SCHEDULES_ADD`- Schedule a review from the Plan manager (the hierarchical structure of teams is taken into account) `REVIEWS_SCHEDULES_TEAM_ADD`- Schedule a review from the Plan manager (the hierarchical structure of teams is taken into account)
Who can perform a review?	Any user with the role: `REVIEWS_SELF_ADD`- The user evaluates themselves. `REVIEWS_TEAM_EDIT`- user can evaluate their assigned teams and all subordinates (Can Manage permission for the relevant group).
Who can be evaluated?	Users can be evaluated if they have `REVIEWS_AGENT_ENABLED`. Users must belong to or be a member of a team/group that the evaluator Can Manage (or a sub-team that the evaluator can manage).
Reviews can be planned/scheduled for any licensed agent. This means that the Agent must have the role `REVIEWS_AGENT_ENABLED`.