The Queue Evaluation Level section is used to define and manage the rating levels available for queue call evaluations. It allows administrators and supervisors to create standardized evaluation options that can be used when assessing handled queue calls.
This section helps supervisors and quality management teams apply consistent scoring criteria when reviewing agent performance and service quality.
Add Evaluation Level
The Add Evaluation Level section is used to create evaluation options for queue call assessment.
Label: Defines the evaluation result or description mapped to the customer input.
Value: Defines the keypad input the customer selects during the evaluation.