📝 In Oversai, you can perform two types of quality evaluations:
Evaluations assigned via Inbox Routers
Stand-alone evaluations
Stand-alone evaluations are perfect for those moments when you come across a ticket or call that wasn't assigned to you, but you feel is worth reviewing. This feature gives you the freedom to evaluate any interaction at any time — even if it wasn’t routed to you.
✨ How to Submit a Stand-Alone Evaluation
Follow these simple steps:
Open your QA view in the Oversai Chrome Extension.
At the top right, you’ll see a blue “+” icon — click it to start a new stand-alone evaluation.
Fill in the required details:
Add the interaction ID and click the magnifying glass icon; this will correlate it with the evaluation and reports. Also, this will show you whether that interaction has already been assigned through a router or if it already has a completed evaluation.
Select the agent you want to evaluate
Choose the relevant team
Pick the scorecard you’d like to use
Oversai will automatically pull the URL of the ticket you're viewing.
Once you've selected your scorecard, it will appear below — and you're ready to begin your evaluation.
After completing it, simply click Submit.
That’s it! 🎉 You’ve just completed a stand-alone evaluation in Oversai — quick, flexible, and efficient.
Let us know if you need any help getting started!