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Eval Console

Eval Console is the area of Agent Desktop's Quality Management section where evaluations happen. The console displays all the tools an evaluator needs to effectively review interactions; tools include call recordings, screen recordings, transcripts, evaluation forms, with the functionality to attach evaluation comments to any interaction, and much more.

The ability to view and use Eval Console is managed by role and privilege, enabling contact centers to restrict access and editing capabilities for evaluations. For more information, contact your contact center administrator.

Articles

• Eval Console Overview
• Conducting Evaluations

Eval Console

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