Audio and screen review
Listen to the call recording and examine the agent’s actions in the available screen recording. Assess both the conversation and on-screen steps during the review.
Call Monitoring and Quality Evaluation
Listen to the call and review the on-screen process.
Review call audio and screen recordings to evaluate service quality. Score against form criteria and share findings, feedback and development actions with the agent.
QUALITY EVALUATION WORKFLOW
Listen. Review. Support development.
- 01
Review the call
Listen to the call audio and review the agent’s actions in the available screen recording.
- 02
Score using a form
Evaluate criteria such as the greeting, information accuracy and resolution using your organisation’s form.
- 03
Share feedback
Let agents see their scores and comments, then track their development through acknowledgement, appeals and coaching.
Example workflow. Visual review uses a recording of the agent’s screen; access is determined by user permissions.
Explore forms and scoring models Call Monitoring and Quality EvaluationDiscuss this module
IN YOUR DAILY WORK
Turn reviews into measurable development.
Criteria-based evaluation
Use an evaluation form suited to the interaction. Bring criteria results, scores, critical findings and comments together in one evaluation.
Agent feedback
Make results available in the agent’s My Quality Results area. Follow up on feedback through acknowledgement, appeals and coaching.
NEXT STEP
Request a demo Let’s plan a tailored quality evaluation demo.
Discuss modules, deployment options and integration needs with our team.
