Change Recording Rating Criteria Names

You can change rating criteria names to reflect criteria used by your contact center to assess agent performance and skills (for example, you may want to change the rating name Rating 1 to Product Knowledge, Rating 2 to Attentiveness, etc.). The Recording Rating Criteria Names are used on the Interactions page (Management Portal > Reporting > Interactions) to rate specific agents skills when reviewing recordings. If you change the rating names, the change will affect both future and existing recordings.

To Change a Rating Name:

1.On the Management Portal menu window, click Quality Management > Recording Rating Criteria Names.

2.Highlight the current name and type the new name (notice the text changes to red).

3.Click Update and Commit Changes to enact the change.