Reporting

Quickly identify which agents and which aspects of your customer experience require attention and then track how your QA efforts are positively impacting your business KPIs.

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  • Everyone views performance in real time

    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.

  • Know where to focus your improvement efforts

    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.

  • Scale reporting hierarchies as you grow

    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.

  • Manage access to reports

    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.

  • Exports and API

    Export data via CSV file or automatically pull data from EvaluAgent into your BI tools

Take your first step towards Smart Quality...

Quickly identify what requires your attention

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DSB@2x

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, other times you just need a quick glimpse.

Melissa Morris

QA Lead at DSB Net