⚙️ Manage Methods
Define and organize evaluation types
Methods determine how a contact evaluation is conducted. They help to clearly identify and traceably document different evaluation types such as Silent Monitoring, Side-by-Side, or Live Coaching.
What are methods?
Methods refer to the way an evaluation is conducted in Quality Monitoring. A method must strictly be selected for each evaluation to ensure transparency and traceability.
Typical evaluation methods:
• Silent Monitoring – Evaluation without direct interaction
• Side-by-Side – Evaluation accompanying the employee
• Live Coaching – Evaluation with direct feedback during the contact
• Call Recording – Evaluation based on recordings
💡 Important: Methods are globally available and are selected in the master data of a monitoring. At least one method must be saved for each monitoring.
Access to Methods
Access to the management of methods is exclusively available to users with the Content Administrator role.
✨ Add new method
Here is how to create a new evaluation method:
💡 Tip: Choose concise and self-explanatory names for your methods. This makes selection easier during evaluation and ensures consistent documentation.
Deactivate methods
You can deactivate methods that are no longer needed at any time. Deactivated methods are no longer available for selection in new evaluations, but those already used remain intact.
⚠️ Important Note: Methods cannot be deleted for data integrity reasons. Evaluations that have already been conducted remain linked to the original method. If necessary, you can reactivate deactivated methods at any time.
Best Practices
✓ Only create methods that you actually use
✓ Use consistent terminology within the team
✓ Regularly check whether all methods are still relevant
✓ Document the use cases for complex methods
Further Information
Learn how to create contact evaluations
Configure your monitoring settings
Understand the different administrator roles
Need further support?
Our support team is happy to help: support@example.com