Monitor Evaluations

Overview

The Monitor Evaluations page is the central hub for reviewing, filtering, and managing all manual evaluations completed within an Area. It combines summary analytics with a full evaluation table, giving supervisors and quality specialists a clear view of evaluation activity across the team.

You can access it directly from the Area by navigating to the Monitor Evaluations section.

Page Layout

The page is organized into two main areas:

Analytics — three summary metrics displayed at the top, always reflecting the current filter selection
Evaluations — a filterable list of every completed evaluation in the Area, with actions to edit or delete each record

Filters

Use the filter bar above the table to narrow down which evaluations are shown. All filters apply to both the analytics cards and the table simultaneously. Filter state is preserved in the page URL, so you can share a filtered view with a colleague.

Reason

Filter by one or more Reasons linked to the Area. Selecting specific Reasons limits the view to evaluations performed under those Reasons only. When no Reasons are selected, evaluations across all Reasons in the Area are shown.

Evaluated By

Filter by one or more evaluators who performed the evaluations. The list shows all users in the organization, searchable by name or email address. When no evaluators are selected, evaluations from all users are shown.

Date Range

Filter evaluations by the date they were opened. Select a start date and an end date using the calendar picker. When no date range is set, all evaluations regardless of date are shown.

Clear Filters

Click Clear Filters to reset all active filters at once and return to the full unfiltered view.

Analytics Cards

Three metrics are displayed at the top of the page and update automatically whenever you change a filter.

Metric

Description

Completed Evaluations

Total number of evaluations that match the current filter selection. Also shows how many were completed today.

Avg Time

Average time taken to complete an evaluation, from when the interaction was opened to when it was submitted. Displayed in hours, minutes, and seconds.

Quality Score

The percentage of criteria answered Yes across all evaluations in the current selection. Displayed as a whole number from 0 to 100.

Evaluations Table

The table lists every completed evaluation matching the current filters. Each row represents one evaluation.

Columns

Column

Content

Completed Evaluations

The ID of the interaction that was evaluated. Shows the ingested ID when available, or the internal feedback ID otherwise.

Reason

The Reason the evaluation was performed under.

Last Agent ID

The ID of the last agent associated with the interaction at the time of evaluation. Shows a dash if no agent is linked.

Evaluated By

The name of the user who performed the evaluation. Displays You if the row belongs to the currently logged-in user.

Actions

Edit and Delete buttons (see below).

Row Actions

Edit — opens the evaluation in review mode, where a new Revision can be created. Available to all users. If a revision already exists for the evaluation, the evaluation is locked and cannot be edited further.

Delete — permanently removes the evaluation after a confirmation dialog. Only available to users with the appropriate Area permissions. Deletion also removes all quality labels that were synced to the interaction when the evaluation was submitted.

Deleting an Evaluation

When you click the Delete icon on a row, a confirmation dialog appears asking you to confirm the action. Once confirmed:

The evaluation record is removed from the table
All criterion labels that were applied to the interaction as a result of this evaluation are also removed
The action cannot be undone

Deletion is only available to users who have the required permissions for the Area.

Permissions

Role

Capabilities

All users

View the Monitor Evaluations page, apply filters, browse the table

Editor

Edit an evaluation (create a Revision) — if no revision exists yet

Area managers / Admins

Delete evaluations

Troubleshooting & FAQs

Why can't I edit an evaluation?

If the Edit button opens the evaluation but the form is in read-only mode, it means a Revision already exists for that evaluation. Each evaluation supports exactly one revision, after which the record is locked.

Why is the Delete button not visible on some rows?

The Delete button is only shown to users with the appropriate Workspace permissions. If you don't see it, contact your Admin to review your access level.

The table is not showing evaluations I know exist — why?

Check your active filters. If a date range, Reason, or evaluator filter is set, evaluations outside those parameters are hidden. Click Clear Filters to reset to the full view.

Do the analytics cards update when I change a filter?

Yes. The Completed Evaluations, Avg Time, and Quality Score cards always reflect the current filter selection, so they update immediately whenever you change a filter.