Introducing our latest features: Helping you find extreme conversations and evaluate them faster!


We are happy to announce we just released three… yes that’s right, three brand new features that are set to make your Quality Assurance processes more efficient and ensure your Quality team are evaluating the right conversations!

Evaluate the right conversations with Conversation Search 

This is one to get excited about… Conversation Search has landed, giving you the ability to search the content of conversations for specific key words or phrases. This brings huge advantages to your quality assurance program; evaluations are much less random, ensures you’re evaluating the right conversations and helps you find those extreme conversations easily and much faster.

 Reduce Risk with Redaction 

We know how important it is for your business to remain compliant and keep your conversation data secure. With redaction, you can ensure evaluators have access to all the relevant data needed to complete an evaluation and have confidence knowing sensitive/customer data is removed from transcripts and tickets without sacrificing context. 

Evaluate faster with our new and improved  Side by Side Evaluation Screen 

Your evaluation screen just got a makeover! At EvaluAgent, we’re all about improving your experience and this is exactly what our latest release focuses on. The improved Side by Side Evaluation screen removes the need for users to spend as much time navigating when conducting an evaluation; allowing focus on the task at hand.

Wow, that’s a lot of improvements to take in…. and we are happy to say that this is all freely available to customers on Essentials, Pro or equivalent plans and becomes instantly available to those who have set up “full-fetch” ticket integration! Redaction can be set up and tested before setting up an integration. 

We can’t wait to hear what you think of our newest features which assists in the journey towards Conversation Analytics. We will be revealing more about our biggest product launch yet, very soon! 

If you have any questions or would like to find out more about our latest features and how to get started, please reach out to your Account Manager. 

Until next time,  

Happy Evaluating! 

By Tom Palmer
Tom is EvaluAgent’s Head of Digital and takes the lead on developing and implementing our digital and content management strategies which results in creating a compelling, digital-first customer marketing experience.

Related Articles