Omni QM Eval Home Overview
Eval Home is the main workspace in section QM where agents, supervisors, evaluators, and quality evaluator administrators search for and review interactions and evaluations.
Depending on role and privileges, users can:
- Search for interactions and evaluations
- Review evaluation results
- Access saved and public searches
- Open interaction recordings and transcripts
- Assign and calibrate evaluations
- Monitor evaluation activity and alerts
The following is an overview of the Eval Home interface.
User Interface
The Eval Home screen is divided into the following sections:
- Search preset buttons, shown on the left side of the screen
- Saved searches, displayed depending on the user role.
- Search filters, shown on the right side of the screen
- Search result tabs, shown at the top of the screen
Search Preset Buttons
Eval Home search preset buttons organize interactions and evaluations into categories based on evaluation state or workflow status.
Displayed buttons and columns vary depending on role and privileges.
Columns
Search presets are grouped into columns based on role and privileges.
| Column | Typical Users | Description |
|---|---|---|
| My Evals | Agents | Displays evaluation activity related to the logged-in user. This column may contain Pending Confirmations, Accepted, Disputed, and My Interactions presets. |
| Supervised | Supervisors | Displays evaluation activity related to supervised teams. |
| Now | Quality Evaluators | Displays evaluation activity requiring immediate attention, such as assignments, calibrations, and pending evaluation work. |
| Today | Quality Evaluators | Displays evaluation workflow items, including drafts, completed evaluations, assignments, and calibrations. |
Search Presets
Selecting a search preset opens a corresponding search results tab.
Depending on privileges, users may see interaction records, recordings, transcripts, evaluation forms, sentiment data, NPS data, and other interaction metrics.
| Search Preset | Description |
|---|---|
| Accepted | Displays evaluations that have been completed and accepted. |
| Bookmarks | Displays evaluations that have been bookmarked in Eval Console. |
| Completed | Displays evaluations completed by evaluators. |
| Disputed | Displays evaluations that have been disputed or rejected. |
| Drafts | Displays evaluation drafts that have been saved but not submitted. |
| Failed | Displays evaluations that did not meet configured scoring requirements. |
| My Interactions | Displays the logged-in user's interactions. By default, results from the last seven days are shown. |
| Pending Calibrations | Displays evaluations assigned for calibration. |
| Pending Confirmations | Displays evaluations that require confirmation. |
| Scheduled | Displays evaluations assigned to the logged-in evaluator. |
Alerts
Alerts indicate that interactions or evaluations require attention.
Alerts may appear:
- On search preset buttons
- On the QM navigation icon in Agent Desktop
Depending on role and privileges, alerts may indicate:
- Pending confirmations
- Failed evaluations
- Scheduled evaluations
- Pending calibrations
- Disputed evaluations
Saved Searches
The Saved Searches section stores saved interaction and evaluation searches.
Saved searches are grouped into:
- My Searches - Searches and folders specific to the logged-in user
- Public Searches - Shared searches configured by administrators
Both folders may contain subfolders and saved searches.
In Agent Desktop 2.0, actions such as creating searches, creating folders, and deleting items are available from a context-sensitive actions menu to the right of the Saved Searches section.
Search Filters
Search filters are used to locate interactions and evaluations that match specific criteria.
Add Filters
The most commonly used search filters are displayed by default.
To add additional search criteria:
- Click Add Filter.
- Select the desired filter.
- Specify the filter value.
- Repeat as needed to add additional filters.
- Click Search.
Filter Logic
By default, all filters are combined using AND logic.
An interaction must match all configured filter conditions to appear in search results.
For example, a search with the following filters:
- Started = Last 7 Days
- Media Type = Voice
returns only voice interactions that occurred during the last seven days.
ANY OF Conditions
In some cases, users may want to match one of several conditions instead of requiring all conditions to match.
To create OR logic, add an ANY OF condition group.
For example, the above search returns voice interactions from the last seven days that either:
- Came through the Hummingbird service
- Ended with the Hummingbird disposition
In this example:
- Started = Last 7 Days
- Media Type = Voice
must both be true.
In addition, at least one of the following conditions must be true:
- Service = Hummingbird
- Disposition = Hummingbird
Saved Searches
Searches may be saved for future reuse.
To save a search:
- Configure the desired search filters.
- Click Save.
- Enter a name for the search.
- Click Save again.
Saved searches can be reused to quickly run frequently used searches without reconfiguring filters.
Available Filters
Search filters are organized into the following categories:
| Category | Description |
|---|---|
| Interaction Attributes | Filters based on interaction metadata, such as service, disposition, media type, dates, and IDs. |
| Agent Attributes | Filters based on agents, teams, supervisors, and ranks. |
| Customer Attributes | Filters based on customer names. |
| Quality Metrics | Filters based on quality measurements such as CSAT, FCR, NPS, and sentiment. |
| Content | Filters based on interaction content, comments, notes, and text searches. |
| Special Attributes | Filters based on recordings, flags, monitoring activity, and call issues. |
| Evaluation Attributes | Filters based on evaluation status, evaluator assignments, scores, quotas, and related evaluation data. |
Search Results Tabs
Open searches are displayed as tabs at the top of the Eval Home screen.
This allows users to compare and switch between multiple searches without losing existing search criteria.
To close a search results tab, hover over the tab and press the X button that appears.