{"id":3040,"date":"2022-12-09T09:53:45","date_gmt":"2022-12-09T08:53:45","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=3040"},"modified":"2026-05-12T11:33:20","modified_gmt":"2026-05-12T09:33:20","slug":"evaluations-grids","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/evaluations-grids\/","title":{"rendered":"Evaluations grids – Set them up"},"content":{"rendered":"\n
\"Smart<\/figure>\n\n\n\n

[Reading time: 5 minutes]<\/em><\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

An evaluation grid<\/strong> defines the criteria used to assess your advisors on their voice recordings. Grids are built and maintained in the Maker<\/strong>, then made available to supervisors and managers, who use them from the Quality Management<\/strong> module to score interactions, write comments and follow up on agent performance.<\/p>\n\n\n\n

This article focuses on how to build<\/strong> a grid. To learn how supervisors then use<\/strong> a grid to evaluate advisors, see <\/em>Evaluations \u2013 Use them<\/em><\/a>.<\/em><\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

A grid is organised as a hierarchy of four levels. Each level can be weighted with a coefficient<\/strong> so that the total score reflects the relative importance of each topic.<\/p>\n\n\n\n

Level<\/th>Description<\/th><\/tr><\/thead>
Category<\/strong><\/td>Top-level container of the grid (e.g. “Greeting”, “Discovery”, “Closing”).<\/td><\/tr>
Section<\/strong><\/td>Optional subdivision of a category, used to group related questions.<\/td><\/tr>
Subtopic<\/strong><\/td>Optional subdivision of a section, for finer breakdowns.<\/td><\/tr>
Question<\/strong><\/td>The actual evaluation criterion. Graded by the supervisor on a numeric notation scale<\/strong> defined here (e.g. x\/10).<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

Questions can be attached either directly to a section or to a subtopic of that section.<\/p>\n\n\n\n

Prerequisites<\/h2>\n\n\n\n