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Build your own signals and filters to send at-risk conversations to your QA team for deep-dive evaluation and root-cause analysis.
Select your filters. Set agent and evaluator quotas. Decide how often to replenish work queues and then leave the platform to do the rest.
Assign QA analysts and team leaders regular lists of evaluations to complete, and access reports that help you track QA progress and productivity.
Automate time-consuming administration and empower your QA team to focus their efforts on helping frontline teams to identify and coach opportunities for improvement.
The process is so simple…Automatically import ticket references and meta-data into EvaluAgent. Create filters to identify high and low risk customer conversations. Finally, randomly assign contacts to evaluate so that agent and evaluator quotas are automatically filled on a regular basis. It’s revolutionised our approach to Quality Assurance and saved hours of admin effort.
QA Lead at Skyscanner