evaluagent Reviews & Product Details

I really think that the most interesting and amazing thing about EvaluAgent is that you can demonstrate point by point what has been done well and what has been done poorly in a review.

Ease of use is something that should be mentioned as you just have to click to see the feedback of each thing.

It has been very easy to learn how to use it since it was implemented, it is very versatile and user friendly.

Regarding the frequency of use that is obtained from this app, I can say that it depends a lot on what you want to use it for since it can be used for all types of cases in all types of customer support areas. Once it was integrated, it was very easy to improve the quality and highlight the good and the bad in order to improve.

Regarding the customer support area, it can be very good to highlight the points and checkpoints collected.

Overall, I think it's an app worth integrating into your customer support area if you want to improve or provide feedback. Review collected by and hosted on G2.com.

The notification area usually shows items once, when you click on them they disappear as if they had been archived, this is not bad since there is a way to find it again but there are times when this item has not been finalized. Review collected by and hosted on G2.com.

Very detailed information on every aspect of your performance being an agent. If you are a quality analyst, this is your tool, as it have a lot of details and so many options to add your remarks for your agents Review collected by and hosted on G2.com.

Just the dashboard is too much saturated. A lot of information can be avoided from dashboard. When you open dashboard it seems like too much information and sometimes you skip some details for being too much staturated. Review collected by and hosted on G2.com.

The team at evaluagent have a hands on approach to migrate all data over form existing systems you use

The build a scorecard features are great and make for easy implementation to business changes. As someone who has used manual excel spread sheets for a long time this is a breath of fresh air

Great tools for pulling MI with ease Review collected by and hosted on G2.com.

I appreciate the hands on approach the team have had with us but the initial manual approach we have had to undertake has been a bit slow Review collected by and hosted on G2.com.

Firstly, the support team at EvaluAgent are outstanding - they're accomodating, responsive, helpful, have great technical insight and really have a big focus on the user experience. We would describe ourselves as quite a high maintenance client, but the wonderful team at EvaluAgent never make us feel that way - we've always been made to feel like a priority.

The platform itself is fantastic - it's easy to create scorecards, load users and publish audits. The layout is clean, polished and designed very much with the user in mind. When first implementing EvaluAgent across our team, it was clear how hard they had worked to make the process as intuitive as possible to follow - it really didn't take us long to get to grips with how to make the most out of this tech.

Likewise, the quality of the platform has enabled our QA team to move quicker and more effeciently, increasing the amount of work we can get through - this is vital as our entire team uses the platform all day every day, and we very quickly noticed how much more efficient we were performing collectively.

Alongside this, the quality of insights EvaluAgent provides has also been vital to our success - the KPIs section identifies trends, patterns and potential coaching areas in an automated, 'easy to understand' manner that can comfortably be transferred to staff feedback sessions.

EvaluAgent has been huge for us, and not only because of the power of the platform, but also due to the great support team that sits behind it. Review collected by and hosted on G2.com.

The only area we would like to see some development work on the platform is the reporting suite. EvaluAgent can be smoothly integrated into other platforms, such as PowerBI, to really optimise the quality of data that can be extracted; however, we feel that the built-in reporting function is fairly basic and could be enhanced. This could be via a bespoke 'build your own report' function that draws on the varying data available within the platform.

It also needs to be easier to export this data in a more polished, 'oven ready' manner - the current exporting involves an excel/CSV, when this could be enhanced so that the lines of data are perhaps more visual/graphical (such as the dashboard KPIs). Review collected by and hosted on G2.com.

I like that we are able to easily calibrate calls within the platform and that we also are able to see the performance of those calibrations. This is a feature that we will use weekly because it helps our quality team to remain in sync with one another as we evaluate our calls. Review collected by and hosted on G2.com.

I find the absence of a customer-based community with Evaluagent to be the least helpful. The downside of using Evaluagent is not being able to communicate with others that are using the platform to gain greater insight into how they are using it in their organization and if their use case is something that we could also use. Review collected by and hosted on G2.com.

First it has a user friedly user interface which gives you easy time to navigate through. The appearance color is the best, blue, associated with calmness.

Secondly, it has the best way of getting reports, from general to narrowing down on specific reports. Intergration with other CRMs like Zendesk to pull data instead of doing the work manually

Thirdly, the best customer support because anytime you raise an issue with their team, you get support or someone will definitely share their thoughts around. Review collected by and hosted on G2.com.

Limiting the calibration scores to only the moderator. I believe it should be open to all participants. Review collected by and hosted on G2.com.

Love the intuitive features, SmartScore and AutoQA, the customer service they provide, the gamification, the way agents can easily use the data to keep track of their QA standards, the scorecard builder, the way we're able to implement manual outcomes instead of relying on a score/percentage. Review collected by and hosted on G2.com.

I wish it had more integrations with other call and email solutions. The API method, while still functional, is rather fiddly. Review collected by and hosted on G2.com.

In my experience of using Evaluagent I can say its highly effective and user-friendly, with a well-organized interface that simplifies my daily data entered. All my daily audits are all stored in place which I have easy access to throughout the day/month. The scorecards are easy to navigate, making it preferable to Excel methods. One of the standout features for me is the reporting function. It’s made my work significantly easier, especially with the intuitive scorecards that are straightforward to use. The call calibration feature facilitates group collaboration by consolidating scorecards, which enhances meeting efficiency. Overall, reporting is improved with visual tools like pie charts and line items, making trends easier to identify without the hassle of manual sorting data. Review collected by and hosted on G2.com.

Reporting have to be edited before use. We have sort data and columns on excel. Review collected by and hosted on G2.com.

The easy and user friendly interface helps to navigate precisely and analyse required data. I have been using evaluagent from quite sometime now and it has helped me improve my performance. I frequently use evaluagent to get useful feedbacks on my performance. Review collected by and hosted on G2.com.

The option to locate acknowledged feedbacs or evaluations is a bit confusing as the acknowldgements are to be given twice which sometimes gets missed and we end up acknowledging the evaluation only once. If the evaluation could get acknowledged on the same screen it would be helpful. Review collected by and hosted on G2.com.

In terms of implementation simplicity, we were pleasantly impressed by how fast we were able to have everything up and running. The shift was made easier by the simple onboarding procedure and its unambiguous directions.

Special recognition should be given to the customer service crew. They are always there to help with any queries or problems that come up, and they are competent and quick to respond. Our entire experience has changed significantly as a result of this degree of assistance.

Because we have grown to rely on Evaluagent's insights, we utilize it more often than ever before. Our ability to consistently monitor and assess agent performance has enabled us to uphold strong operational standards.

Numerous functions are available on the platform to meet our various wants. It includes everything, from call recording to performance statistics, so we can adjust our strategy as needed.

Finally, a significant benefit was how simple it was to integrate with our current systems. Review collected by and hosted on G2.com.

It really is a great platform, what I don't like is the display of the notifications. Review collected by and hosted on G2.com.