Evaluating your agents is essential in running your contact center as it allows you to ensure consistent messaging and quality assurance for your callers.
In this webinar go step by step in building a scorecard and understanding the means by which you are grading your agents. Learn how to best search for interactions and the agents who dealt with them. Lastly, we show the best practices in performing through an agent evaluation and viewing the associated reports.
Agent Evaluation User Guide PDF: https://tinyurl.com/AgentEval