This article walks through using Auto QA data to coach agents.
After the calibration process is complete, Auto QA gives the data volume to do proactive coaching at scale.
Navigate to the Team Dashboard
Scroll Down to 'Area of Opportunity'
Manual Evaluations vs Observe.AI Evaluations
The 'Manual Evaluations' section shows the results of the evaluations completed by the QA team.
The 'Observe.AI Evaluations' section shows the results of the evaluations completed by the AI.
Because the AI can evaluate more calls at scale, we can ensure that the areas of opportunity that coaches concentrate on for agent improvement are optimized.