In an outgoing survey, generated from an answered IVR call or in a web survey initiated at the end of an answered IVR call or in a web survey initiated at the end of a chat session in ACE, the customer can get a question such as ”How did you feel you were treated by the agent?”. If you, in ACE Survey, have marked that the survey question shall be used for Agent evaluation – survey, the agent having handled the call or chat can be connected to the specific answer and in a support function in ACE Agent see his own statistics, that is personal opinions from the customers having answered exactly that question.
In telephony surveys you can in advance configure which contacts that shall be offered the survey. Information about which customers that will be answering questions afterwards, is not seen by the agents, making it sure that this does not affect the result.
To produce agent statistics after customer handling in other contact media such as email, special coding in ACE Email Interface is required. You can order this from Telia Company.
Agent evaluation specifics in ACE Survey
What specifically concerns agent evaluation in ACE Survey is the following:
System identity
Under the User/Company tab there is a system identity for your ACE system. The system identity is used between different sub products in ACE, and is required for the agent evaluation function to function. If you also have a test system this can be regarded as another company in the User/Company | Edit company view but with the same system identity. Your system identity is created by your Telia Company representative but is also configured in ACE Admin, in a system parameter.
Questions and limitations
When you make new questions where the customers are to rate the agents, you checkmark the checkbox Seen in Agent evaluation – surveyspecifying whether goal achievement shall be calculated from an average value or from the percentage having specified a specific value in their survey answers.
The questions that will be generating agent statistics must be of the single choice question type and can contain a maximum of eleven (11) reply alternatives. In each survey there can be up to five (5) single choice questions providing statistics for separate agents. These limitations are there to make it possible to follow up the answers and because too many reply alternatives are downright unsuitable in telephony surveys.
If a survey that will only be used as a telephony survey shall be included in Agent evaluation – survey, the questions must be completed with question text (that are really only required for web surveys). Otherwise the agent cannot see what the question is about in ACE Agent.
It is not always an agent’s user name is connected to a survey, even if you have configured everything correctly. In the cases when several agents have co-operated during one single contact, it is not advisable to display the result in one agent’s Agent evaluation – survey, because it is not clear which agent the customer has evaluated. No specific agent is therefore connected to survey replies that have been generated after
- an incoming call or an incoming chat has been requeued,
- an incoming call or a callback call from an incoming call has been transferred after enquiry,
- a conference has been started, for an incoming call or for a callback call from an incoming call.
Follow-up of agents evaluation questions
You see right away which surveys that have agent evaluation questions, as these have an 
agent icon next to it, in all views where survey lists are seen.
Under Analyse | Data table you find an Agent column, where you for each question see the user names of the agents affected by the evaluation.
Further information about the agent evaluation function is found in the document . For those within Telia Company who will assist in connecting ACE Survey to a contact center solution, there is the more detailed document Configuration Instructions ACE Survey.
System parameters for surveys with agent evaluation
In order for the Agent evaluation - survey to function, the following system parameters must be specified in ACE Admin, the System parameters... menu, the Interfaces tab:
- Your system’s unique identity, used to identify an ACE system between different sub products.
- Base for the URL to the interface for agent statistics in ACE Survey Engine, that is, where the interface for agent evaluation from customer surveys is found.
- The user name for login towards interface for agent statistics in ACE Survey Engine.
- Password for login towards interface for agent statistics in ACE Survey Engine.
- The number of days back in time the agent statistics embrace.