Evaluate Rep Performance

Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards.

Identify Interactions for Evaluation
Review messaging sessions or voice calls within reports to assess quality performance and analyze trends.
Perform a Quality Evaluation
Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades.
Review Rep Performance (Rep View)
Service reps can view their own scores on individual records to understand their performance feedback.
Review Team Performance (Supervisor View)
To identify high-level trends and specific reps who require more training, supervisors use aggregated reports.

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