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Make performance insight accessible to everyone with configurable real-time dashboards, reports and leaderboards. View performance trends over time and against targets, and easily track the correlation between QA, One-to-Ones and CSAT.
Understand which sites, teams or agents are struggling and why. Line item reports reveal the root-cause of low-quality scores and poor CX so you know where to focus in just a few clicks.
EvaluAgent accommodates multi-site enterprises with complex hierarchies, outsourcers with multiple clients and start-ups that just need to accommodate a few teams. Hierarchical reporting enables you to “drill-down” whilst customised reporting groups allow you to report on specified groups of agents.
Control access to performance data with user permissions. Senior managers can drill down from the top-level, team leaders can monitor their team and agents are granted access only to their own results, feedback, One-to-Ones and actions.
Export data via CSV file or automatically pull data from EvaluAgent into your BI tools
I love the dashboard. It gives an instant view of performance at a glance which saves time in report running etc. Sometimes you need the granular detail, others you just need a quick glimpse and this is exactly what it provides.
QA Lead at DSB Net