I am a contact center agent and my job is to work with customers in any number of activities from customer service, sales, debt collection and support the list goes on. I am measured on my ability to work efficiently and in quality which ensures high customer satisfaction.  I use many applications during my day to complete my work. 

  • Review my evaluation scores
    • Evaluation Detail Report
  • Replay evaluated calls to understand what was good and what needs improvement
    • Read only access to completed evaluations
  • On-going coaching and feedback to motivate and support me
  • Review historical feedback to track improvement
  • Self-evaluation to reflect on my call handling skills
  • Participation in calibration
  • Review my work schedule and request shift changes to manage work/life balance

Has permission to:

  • View evaluations - agent view
  • Send evaluation feedback
  • Replace calls
  • Add specific call to the evaluation
  • Interaction agent view
  • Self-evaluation