The ability to view all the interaction data in a single place is key to accurately and consistently evaluating performance and identifying skill gaps and training needs. The Assessor feature integrates key interaction data that includes but is not limited to call and screen recordings, speech analytics, and CRM data to enable a comprehensive evaluation of an agent's performance.
You can easily retrieve data related to call and screen recordings for evaluation. In addition to listening to the interaction between an agent and a customer, you can view the screens to which the agent navigated and the data that the agent entered in an email message, SMS, or chat. As a result, you can identify inefficiencies in the workflow and training needs of the agent and thus mitigate compliance risks across a multichannel environment.
You can use the Assessor screen to customize agent scorecards to score and evaluate each agent interaction.
On the left navigation pane, go to WFO > Quality Monitoring > Assessor to access the Assessor screen.
The Assessor screen contains the following tabs:
- Score: Searches for calls and evaluates them.
- Design-Scorecards: Deigns dynamic scorecards to score calls.
- Manage-Task: Enables intelligent routing of calls into an evaluator's (that is, an assessor) queues and provides targeted calls for evaluation.
- Review: Generates reports at the end of each month for billing.