📊 Conducting a Monitoring
Step-by-step to professional customer contact evaluation
✓ Prerequisites
• You need the role Auditor or Coach
• If you have multiple roles: Select the "Coach" role under your name in the top right corner
📑 Table of Contents
Navigate to the Monitoring Overview and click on "Start Monitoring" to begin a new evaluation process.
1 Preparing the Monitoring
Select the following four parameters in sequence. This selection determines which evaluation forms are available to you:
1. Select employee
2. Select project
3. Select evaluation form (only forms for the selected project are displayed)
4. Select group
💡 Tip: If the employee is linked to only one project or group, these will be pre-selected automatically.
2 Recording Master Data
To document the customer contact and evaluation traceably, record the following information:
📅 Date of contact (Mandatory field)
Manual input or selection via the calendar widget
🕐 Time of contact (Mandatory field)
Manual input or selection via the clock widget
🔍 Method (Mandatory field)
How was the monitoring conducted? (e.g., Live, Recording, Eavesdropping)
📞 Contact Type (Mandatory field)
Via which channel did the contact occur? (e.g., Phone, Email, Chat)
📋 Contact Reason (optional)
Reason for customer inquiry
⏱️ Duration (optional)
Length of customer contact
3 Filling out Additional Fields
If custom fields are configured, they are displayed automatically—provided they are linked to the selected project.
➡️ Once all required inputs are completed, click on "Continue" to start the monitoring.
⚠️ Important
• Master data and additional fields can be changed at any time during the evaluation
• Personal data (employee, project, group, form) cannot be changed retrospectively—you must cancel the monitoring and restart it
4 Evaluating the Contact
The evaluation interface offers a clear structure with real-time feedback:
📊 Overview & Navigation
• Personal data is always visible at the top
• Master data can be edited via an expandable field
• The number of unanswered questions is displayed
📈 Real-time Scores
• The Total Score (Quality) is calculated and displayed in real-time
• Scores per category are also updated live
✅ Visual Feedback
• Answered questions are marked green
• Fully completed structural elements (subcategories, categories, sections) are automatically collapsed and marked with a green folder icon
💡 Non-assessable questions
If a question cannot be assessed (e.g., because the aspect did not occur in the contact), use the answer option "n/a" (not available). The question will then be excluded from the total calculation.
5 Notes and Completion
To conclude the monitoring, you can capture valuable feedback for the employee:
📝 Notes (detailed feedback)
Enter further observations, conclusions, or detailed feedback regarding the evaluation here. Ideal for extensive comments and development recommendations.
🎯 Hints (compact bullet points)
Short, concise hints for the employee—ideal for specific suggestions for improvement (e.g., "Remember to address by name", "Listen actively"). These are easier for employees to digest than long notes.
✓ Click on "Complete Monitoring" to save the evaluation and view the monitoring details.
Need further help?
Our support team is happy to assist you with any questions.