What is the Evaluations Tab?
Evaluate agent interactions with customers:
- Observe.ai Evaluations (QA Evaluation Forms) are used by Quality Analysts to monitor and track the quality of agents’ interactions with customers as well as to coach agents.
- Evaluations indicate how well agents are performing on the call quality criteria or standards set by your organisation.
- Evaluations can help Quality Teams to quickly identify if agents are exhibiting the desired behaviors and attitudes, staying compliant, following processes, setting the right expectation, in short - delivering a great CX.
Understanding the layout of the Evaluations tab
‘Evaluations Tab’ gives you an overview of Evaluations completed by QAs for agents tagged to a specific team and in a given time frame.
Track how QAs are performing against weekly or monthly quotas: Filter Evaluations by Evaluator
Quickly identify top or bottom performers: Filter Evaluations by Evaluation Result or Score OR Sort Evaluations by high or low Scores
Quickly check how agents in your team are performing: Filter Evaluations by Agent