EvaluAgent
Bring your conversations from Talkdesk in to EvaluAgent - send the imported contacts to your evaluators automatically or utilise our Auto-QA scoring
Key features
Quality Assurance
Move away from spreadsheets, data silos and time-consuming admin. EvaluAgent allows you to build and manage your own scorecards across all channels and ensure your agents are meeting the expected standard. It’s quick and easy to replicate your existing scorecards and weightings or choose from our library of pre-built templates to get you started. Set up scorecards for every channel, use optional open-ended questions and use data-capture questions to capture more insight and dig deeper into the root cause.
Auto QA every conversation
Automate compliance and process adherence checks on every call, chat and ticket to quickly identify your highest-risk conversations. With complete coverage, you can now laser-focus deeper-dive core QA, coaching and training on those agents most in need of help.
Turn actionable insight into improvement
Close the loop between QA, coaching and one-to-ones with our integrated performance management tool. Trigger, schedule, manage and record every meeting and associated actions in one place.
Additional information
Regions
APAC - Asia Pacific, EMEA - Europe, Latin America, Middle East and Africa, North America
Industry
Financial Services & Insurance, Travel & Hospitality, E-Commerce, Retail & Consumer Goods, Healthcare & Life Services, Public Sector, Telecom
Categories
Learning Management, Agent Coaching & Performance, Quality Management
Customer Segments
Commercial, Enterprise, Strategic
Plans & Pricing
Free Trial
Free
for 30 days
EvaluAgent's integration with Talkdesk will automatically fetch your contacts/conversations from Talkdesk and populate them within EvaluAgent ready to be evaluated.
Evaluate every conversation using your own measures of success, and out-of-the-box EvaluAgent insights so you can understand your customers’ needs, better manage agents’ performance, and prioritize training interventions based on 100% of your contact center conversations.
EvaluAgent provides;
- Unrivalled scoring options
- Unlimited Scorecards
- Intuitive Reporting through our KPI Builder
- Automated Work Queues
- Feedback - provide your agents with timely feedback on their performance
- eLearning - automatically push courses to your agents based on their areas of need
- 1-2-1's & Actions