Transform Your Metrics into Actionable Insights with EvaluAgent's SmartView

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.

View the quality performance for all of your operational areas from the top-level (business) throughout your organisational structure down to an individual agents’ performance in just a few clicks!

• Create bespoke reports to avoid drowning in data and see your most important metrics in one place.

• Customise how you view your data so you can review performance hierarchically via team KPIs or simply the complete list of Agents.

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.

Monitor performance across business areas and grouped line items from across your scorecard using the category performance report.

• Understand how your business is performing in categories or areas.

• Identify any trends and themes to see which part of customer conversations are helping Agents achieve the right balance between CX, compliance and internal process adherence.

• Drill down into individual agents and start to think about the broader themes you might want to discuss at our next 1:1 or team meeting.

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.