Blogs
Unleash the power of evaluagentCX: subtle features, big impact
In today’s fast-paced world, where customer expectations are continually shifting, it can be challenging to work out which AutoQA and Improvement platform is right for your business, since many make similar promises.
As experts with a deep understanding of the contact center industry, we know that an effective platform must support you in unlocking valuable insights, delivering efficiency and driving improvement. A solution with thoughtful, forward-thinking features helps do just that, providing you with the means to succeed.
Our dedicated Product team is committed to continuous innovation, constantly refining evaluagentCX to deliver features that provide exceptional value and meet evolving user needs – let’s dive into some of the recent additions now!
Enjoy flexibility with AutoPublish
Traditionally, automated scorecards required a human evaluator to review and approve results before they could be published in reports. With AutoPublish, you can choose between maintaining human oversight for evaluations, or automatically publishing results without manual intervention as you gain confidence in the outcomes and accuracy of your automated line items. This dual approach gives you more control, allowing you to streamline workflows, and remain in control.
The result? Human evaluators with more time to focus more on complex and high-value interactions – not only enhancing the efficiency of QA processes, but also boosting overall team productivity.
By auto-publishing evaluations, you can benefit from real-time insights and faster decision-making, so you can set your sights on delivering superior customer experiences.
Unleash the potential of 100% evaluation with AutoQA
One of the most exciting features of evaluagentCX is the ability to sample all conversations matching a filter, facilitating a 100% AutoQA process.
That means you can evaluate every conversation that meets specific criteria using the most relevant automated scorecards, so no interaction goes under the radar.
Conversations are initially evaluated against an automated scorecard, and those that fail the initial assessment are assigned to human evaluators for deeper analysis. This approach allows you to prioritize high-risk or high-value interactions, ensuring that the most critical conversations receive the attention they deserve and provide valuable insights.
Handle multiple evaluations with workflows
By setting up WorkFlows, you can evaluate conversations that have no existing evaluations or include previously evaluated conversations. This feature works seamlessly with multiple evaluations, opening up exciting possibilities for QA teams to operate a first and second-line defense strategy.
For example, with this latest release you could now evaluate every single imported conversation against the appropriate compliance scorecard, with only those failing that evaluation being included in the sample of your Manual Evaluation workflows.
Additionally, with the ability to hide specific scorecards from specific roles at the end of the month, evaluagentCX can also support a check-the-checker workflow outside of the formal calibration feature.
Product tour
See automated publishing and multiple evaluations in action! Open up new avenues for time-saving and QA efficiency.
Enhance visibility with robust filtering
Our powerful filtering capabilities allow you to sort conversations by evaluation outcome and score, offering a top-level view of results from both system-derived Pass/Fail outcomes and manual evaluation.
Want to do a deeper dive with this valuable information? You can create lists for further analysis, reprocessing them through Auto Workflows, or simply maintain them as records of best practices. Use them to identify patterns, benchmark performance, and continuously enhance your QA processes – what’s not to love?
Product tour
Discover just how quickly powerful filtering and auto workflows can deliver you exceptional insights.
Sentiment and Summarization: Enhancing Conversation Intelligence
By leveraging Large Language Models (LLMs), evaluagentCX transforms how you can analyze sentiment within conversations.
This more advanced Sentiment analysis makes use of emotions like frustration and interprets the entire context of conversations, providing a holistic view of sentiment from both agent and customer perspectives. As a result, you can swiftly identify and address potential issues, leading to improved customer satisfaction and loyalty.
evaluagentCX’s advanced features, such as prolonged sentiment analysis, filtering, and customizable dashboard widgets, enable you to gain deeper insights by viewing and filtering conversations based on overall sentiment, like “Extremely Negative” or “Extremely Positive”. You can then quickly identify trends and areas for improvement, as well as carrying out deeper analysis.
On top of that, evaluagentCX’s ability to summarize lengthy conversations into key areas – reason for contact, opening, requirements, discussion, and outcome – saves valuable time for agents and managers. You can rapidly get to grips with the essence of conversations, which is invaluable when building or reviewing Insight Topics, selecting conversations for evaluation, or developing targeted coaching sessions. By comparing Insight Topics with the Reason for Contact, you can fine-tune strategies and identify opportunities for contact deflection, ultimately driving greater efficiency and performance.
Product tour
Want to uncover how your customers really feel? See sentiment and summarization in action in our product tour now!
Unlock your contact center’s full potential with evaluagentCX
By leveraging the power of evaluagentCX’s automation, flexibility, and thorough evaluation features, you can achieve higher efficiency, gain deeper insights, boost productivity, and deliver exceptional customer experiences.
We might be a little biased, but opting for a feature-rich solution like evaluagentCX over a QA extension or all-in-one solution often delivers greater ROI and drives significant business improvements, thanks to the depth and development of its features.
See it for yourself – check out our product tours, or book a demo and unlock a new era of efficiency and excellence in your contact center today!
BOOK A DEMO
Elevate your QA, Insight and Performance
Book a call with one of our expert, friendly team to learn how evaluagent can help you take your QA to the next level.
Book a demo
