Features
Six easy steps to Quality Monitoring
1. Selection
Set up a schedule to select recorded calls for evaluation. For specific campaigns a dedicated selection profile can be created.
2. Forms
Users can create their own assessment forms to reflect specific monitoring requirements, use a predefined evaluation form or create multiple forms to manage the performance of all projects and business functions.
3. Projects
Contact center managers can configure and track the different projects or work states that need to be completed by the Quality assessors ensuring this process is as streamlined as possible.
4. Evaluate
Evaluate provides a single screen overview of agent evaluation; both the evaluation form and audio player. The overall score is calculated as the evaluation is being carried out and updated after each question. Customized scoring methods can be applied; both ‘raw’ scoring and percentage scoring.
5. Review
Evaluated calls can be reviewed with the agents or calibrated by other supervisors.
6. Reporting
Evaluate has comprehensive range of graphical evaluation types. There are nine flexible report types for displaying scores according to the agent, agent group, project or form selected. Based on these report types a total of 40 custom reports can be created.