Use management-created gradesheets to consistently evaluate call quality, coach employees, and track performance over time.
1. Open your evaluation To-Do list from Storable CRM on the web.
2. Locate the call you want to review and open the gradesheet.
3. Listen to the recording, answer each question, and save your grades.
Access Your Evaluation To-Do List
Open the evaluation notification email and click View Evaluations To-Do List (A) to go directly to your evaluation To-Do list in Storable CRM.
If you do not receive evaluation emails (for example, your username is not a valid email address), sign in to Storable CRM’s web version and navigate to the Evaluations area manually.
As an Agent already working in the web version, look at the Number Badge (B) above the Evaluations icon to see how many evaluation tasks are assigned to you.
In the left-hand navigation, click Evaluations (C) to view your grading tasks, finalized grades, location grades, and calls in the Call of Fame.
Customize Your To-Do List
Use Search (D) to find a specific evaluation task by entering the customer name, lead name, or Call ID.
Select Filter By Call Type (E) to choose which call types to show, such as All Inbound or Outbound, Collection Inbound or Outbound, Customer Inbound, Follow-Up, Lead Inbound, Non-Lead, Payment Inbound, or Unprocessed.
Select Filter By Location(s) (F) to limit the list to calls from locations you are assigned.
Select Filter By Time (G) to narrow the list by when the call occurred, such as All Time, Today, Past 7 Days, Past 30 Days, or a custom timeframe.
Open Additional Filters (H) to refine results by the employee being graded or to include calls with exclusion requests.
Click Apply (I) to update the To-Do list to match your selected filters.
Click Reset (J) to clear all filters and return to the original list.
Select a Call to Grade
From your filtered To-Do list, find the call you want to evaluate.
Click Grade (K) to open the management-created gradesheet and the associated Lead or Customer card.
Use The Gradesheet To Grade A Call
In the Recording (L) area, click the Play icon to listen to the call.
Click Download Audio (M) if you want to save the audio file to your computer.
Click Download Gradesheet (N) to download a PDF copy of the gradesheet. Save any changes to the gradesheet before downloading.
If the call should not be graded (for example, you were not the person on the call or the audio quality is poor), click Exclude (O) to submit an exclusion request to your management team. Approved exclusions are removed from your To-Do list.
Click Minimize The Gradesheet (P) to temporarily hide the gradesheet and view the Lead or Customer card behind it.
Review the Call Information (Q) section for context such as call time and date, the employee being graded, the associated location, and the Lead or Customer name.
Confirm the Gradesheet (R) field to see which management-created gradesheet you are using.
For each section, use Grade Question (S) to click and drag the grade indicator, adjusting the score based on what you heard. Section and overall grades update automatically.
After grading a question, use Add A Question Note (T) to enter an explanatory note specific to that question.
Use Add A Call Note (U) to record a note that applies to the entire interaction, using the same process as adding a question note.
Click Save (V) to save your edits and return to your To-Do list. The completed assignment is removed from the list and will appear on your Employee tab once given a final grade by an Administrator, Manager, or Evaluator.
Click Cancel (W) to discard edits and return to your To-Do list. The call remains in your To-Do list, and the number badge above the Evaluations icon does not change.