Agent Evaluation Module

The Cybertech Evaluation Application is a fully integrated, browser-based Quality Monitoring tool for recording and evaluating calls. It identifies areas where performance can be improved and will play an important role in enhancing the delivery of the highest levels of customer service. Using the same intuitive user interface as other Cybertech systems, it makes the creation of individual projects and campaigns a simple process.

Features

The Cybertech Evaluation Application makes it easy to analyze the quality of calls. Stepping through the workflow process enables the following features:

• Automatic schedules can be set up to select recorded calls for evaluation; 
• Bespoke evaluation forms can be quickly and easily designed by users with configurable sections, questions and answer types; 
• Calls for evaluation can be assigned to supervisors; 
• Evaluations can be performed and personal observations and remarks can be added to calls; 
• All evaluations can be reviewed;
• Graphical evaluation reports deliver high levels of management information

Benefits

The Cybertech Evaluation Application provides many benefits including:

• A single, integrated application to record and evaluate calls
• Quick and easy creation of bespoke projects and campaigns 
• Easy to perform evaluations and add remarks to a call in the same window
• User friendly application with familiar ‘look and feel' to other Cybertech systems 
• Low implementation and running costs
• Automatic backup of evaluations together with original call data
• Bespoke evaluation forms with configurable sections, questions and answer types
• Forms and sections can be shared among users
• Flexible reporting with unique 'drill down' functionality

The reporting facilities enables a variety of reports on the evaluated calls to be created. Each report has drill down functionality which allows users to click on an area of the bar graph for a more specific report.