EvaluAgent

A great addition to our Quality Assurance program

Kommentare: We wanted to push our QA processes and overall quality of service to the next level. However the perspective of multiplying quality forms, evaluations and keeping track of all the reporting through multiple excel files, multiple locations, multiple languages was quite discouraging.
On the contrary, working with Evaluagent opened more doors and allows us to tailor our QA program exactly as we wanted it. We've seen team members are more engaged, as they receive feedback in real time and can see their progress and results in a very visual way.
Team Leaders are also seeing more easily potential for improvement and were excited to move away from the old fashion way of doing evaluations.
It's still early stages, but we believe Evaluagent will be instrumental in helping us reach our quality progression goals.

Vorteile:

- it's visual: you can see at a glance what are your teams'/team members' strengths and were you need to focus the coaching - it takes the time consuming reporting part away, so you can actually focus more time on the coaching - it's interactive, and intuitive to use - features and changes requests are taken into consideration and implemented - their support team is amazing!

Nachteile:

Because I really have to pick one... I'd say the initial set up is not as straight forward as the day to day use (if you get the initial structure wrong you can easily get stuck)

Good but difficult to integrate

Vorteile:

Our quality team use this tool to assess agent calls and feedback on performance. It is quite easy to use and provides individuals with information in a very clear way.

Nachteile:

We are currently trying to integrate EvaluAgent with Amazon Connect. Despite following Evaluagent's instructions step by step, we've been unable to do this. We have reached out to the support team but the issue remains unresolved

Supporting CS by being a good CS too

Kommentare: The CS has been amazing and taking into consideration all improvements escalated, wish we will carry on like that!

Vorteile:

I like the format, the way we could do reporting and see how with just a grid, we could extracts lots of info to help our QA and our teams.

Nachteile:

The structure is too rigid as we can bearly erase anything, the report is the same, I cannot see agent per agent, or team per team really, no way to get all audits feedbacks somewhere for one to one etc.

Evaulagent Review

Kommentare: It has given us more flexibility with our QA. It's allowed us to monitor closer and with the Agent side of things now being live it will open a new world from their point of view of having instant access. This in turn should improve the service we are providing to our customers.

Vorteile:

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, others you just need a quick glimpse and this is exactly what it provides.

Nachteile:

I get a little bit confused with the reporting but i am sure that if I watched more of the videos I would be able to figure it out. I also wish there was a way to select a specific date range on the dashboard. We can only select last 7 days, 30 days, this month etc but sometimes we run over into the following month so it would be good to see specific dates.

Focused on one thing and does it very well!

Kommentare: Excellent, from pre-sales through to implementation, we've been highly supported. The team are friendly, flexible and available and it's been a pleasure so far!

Vorteile:

Simple, intuitive interface yet feature rich.

Nachteile:

Nothing major, one thing is the user management, it can be clunky to add/update users but a new API capability about to launch will hopefully simplify that