Stand-alone Evaluations

You can evaluate any ticket directly without it being part of a workload assignment.

Go to Tickets > Overview to browse all tickets ingested from your help desk. You can search and filter by ticket ID, created date, updated date, assignee, team inbox, status, rating, or help desk (if you have multiple connections). Each ticket shows whether it already has evaluations completed or in progress.

Creating a Stand-Alone Evaluation

Open the ticket you want to evaluate and click Add Evaluation on the right-hand side. You have two options:

Stand-Alone

Fill in the following:

• Category — Select an existing category or create a new one. Categories act as tags to group and organise your stand-alone evaluations.

• Scorecard — Select the scorecard to use for this evaluation.

• Reviewee — Select the agent to evaluate.

• AutoQA — Enable or disable AutoQA (Co-Pilot) for this evaluation.

Linked to a Workload

You can also link the evaluation to an existing workload assignment. Toggle Link to Workload and select one of your in-progress workload assignments. The workload's scorecard and AutoQA settings will be applied automatically. You'll only be able to select reviewees who are part of that workload.

Once the evaluation is created, you can fill it in as usual and either Save to come back later or Submit to complete it.