Filling Out An Evaluation Form - Nortel Quality Monitoring Quick Reference Manual

Nortel quality monitoring software: quick reference

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Quick reference

Filling Out an Evaluation Form

Do the following to fill out an evaluation form:

To begin the replay, select and double-click the call you wish to review on

the Nortel Quality Monitoring Client toolbar.

Select Pause.

On the Applications toolbar, select the Evaluations icon.

In the list of evaluation forms, highlight the desired form and select OK or

double-click on the name of the form.

Select New Evaluation.

Select the Autopopulate icon

The associated fields in the evaluation header area on the evaluation form

are automatically populated with the information stored in the journal file

that you have placed on pause in Step 2 above.

Press the Tab key to move through fields and questions.

Note: Shift + Tab moves the cursor in reverse.

To select the appropriate answer for questions, use the up and down

arrows or enter the letter of the desired answer.

To re-activate the call, press Alt + Tab to go back to the Nortel Quality

Monitoring Replay (Client) or select the Nortel Quality Monitoring Replay

(Client) button on the task bar at the bottom of the screen.

Select Pause to restart the call.

Tip: Move back and forth between the call and the evaluation by using Alt

+ Tab.

To save the evaluation, select Save Changes.

To fill out a new evaluation for another agent, select New Evaluation.

To Exit, close the Evaluation dialog box by selecting the X in the upper

right corner of the dialog box.

Nortel Quality Monitoring

Standard 3.0

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