Agent Evaluation module provides contact center managers a tool to evaluate and monitor agent performance.
- Evaluator should have appropriate permissions to evaluate agents (see Roles page)
- Agent should be assigned an Agent Evaluation license on user's profile page
To evaluate agent, select a call recording and click "Evaluate" button in call details:
Select which evaluation form to use for this call:
Listen to call recording and answer to questions in this evaluation form. When all questions are answered, this call will be scored from 0 to 100 points.