Transform Your Metrics into Actionable Insights with EvaluAgent's SmartView
Gain complete control and visibility of your QA and performance metrics with SmartView – your one-stop solution for centralizing all your data in one place. Track, monitor, and analyze your key performance indicators, and make data-driven decisions with confidence
Harness the power of customizable reporting to maximize the impact on your organization's people, processes, and services.
Uncover previously hidden insights
Connect multiple data sources and create custom filters with quality scores to reveal previously missed insights and drivers of low QA scores.
Enable efficient Collaboration
Share insights and performance across your organisations. Track productivity and consistency of your QA team as a well as agent performance.
Get the big picture at a glance
No more digging through spreadsheets. Bring all your data together in one place, giving you complete visibility to analyze your QA & performance metrics effortlessly.
Empower teams to concentrate on the key metrics that are relevant to their goals, breaking down system barriers and enabling them to make informed, data-driven decisions.
View the insights that matter to you most and streamline your workflow with SmartView customizable dashboards
Customize your dashboard, your way
Say goodbye to scattered spreadsheets and reports. Our customizable dashboards bring all your QA metrics together in one place, simplifying your data. Save time and stay organized with SmartView.
Visualize, your success
With SmartView, you can transform complex data into meaningful visuals. Our customizable dashboards allow you to create multiple dashboards each with a different focus. Utilize charts, graphs, tables, and other visual elements to build widgets and present your QA metrics in a visually appealing and easy-to-understand format.
Simplify, and make data-driven decisions faster than ever before
SmartView enables users to select and display the metrics, key performance indicators (KPIs), and other data points most relevant to their specific goals and objectives. Users can make informed decisions quickly and confidently without being overwhelmed by unnecessary information. Say goodbye to manual data gathering and hello to actionable insights!
Optimize resources for maximum ROI
Track, monitor and identify areas of inefficiency and optimize your resources with SmartView. Our powerful dashboards make it easy to pinpoint opportunities for improvement, ultimately boosting your return on investment.
Understand which areas of the customer experience are not meeting the expected standard across your scorecards so that you can develop more action-focused coaching and training intervention for those that need it.
Easily highlight Agents who are clearly struggling with important areas such as compliance.
Utilising this insight, you could run a refresher course for the group or continue or dig a little deeper into an individuals performance and what steps their line manager is taking to support the agent’s personal development.
Tracking the productivity and consistency of your quality assurance team is hard to do in a spreadsheet. We make it simple so you can more accurately plan resource, monitor consistency and keep a handle on Agent disputes across scorecards and date ranges.
Get key insights into the key activities of evaluators.
Quickly report on the total number of published evaluations during the time period, and sort by the average time to complete.
See how Quality scores compare across evaluators to ensure consistency across your Contact Centre
Optionally allow and report on the frequency of Agent’s querying their result, and monitor how many evaluations scores change as a result.
Leverage the Calibration Performance Report’s capabilities to enhance your contact center’s performance. Calibration is the most effective method for establishing a shared understanding of successful customer interactions. With our Calibration Reports, you can:
Report and track the variation of scores from calibration sessions to ensure consistency and fairness in scoring across evaluators.
Dive deeper into specific line items to identify areas where scoring may differ between evaluators, enabling you to refine scoring guidelines for improved accuracy.
Gain valuable insights to improve scoring guidelines and ensure consistent evaluations.
Ensure regular calibration sessions are held to maintain consistency and avoid inconsistent scoring between evaluators.
Efficiently track and analyze the entire customer journey with the CX Performance report.
Report on a whole customer journey where multiple evaluations have taken place to create an overall score and outcome.
Track different cases under customizable experiences such as complaints, vulnerability, or other specific labels that align with customer journeys.
Review the overall case outcome and analyze each evaluation’s scores side by side within a specific user journey, identifying areas for training, and coaching that may be needed or where performance has been successful.
What’s it like to use EvaluAgent and help your agents Flourish? Come and take a tour and see for yourself.