evaluagent Reviews & Product Details

Agents are able to get spot feedback targeted on line items that have resulted in fails. The feedback shared enables the agent to note the area they have challenges in, how it impacts the overall customer experience and what they can do moving forward to improve their performance. It also supports a 2 way feedback loop where agents can query on evaluations they feel are biased for a neutral review by another reviewer who is able to close loop fairly for both the agent and evaluator. Review collected by and hosted on G2.com.

The root cause analysis function has been least helpful because the team has not been able to use it to drill down to root causes of agent performance issues. We are not able to map out the root causes based on agent issues, system issues, process issues, training etc. Evaluagent can work to improve this function to allow for mapping and reporting Review collected by and hosted on G2.com.

I find evaluagent pretty helpful and easy to use for work. It's very user-friendly, and we use it for our modules to help us learn. I also appreciate the pointing system that motivates us to perform better. The initial setup was very easy too, all I had to do was type in my email. I'm so pleased with it that I would rate it a 10, or even an 11 if I could. Review collected by and hosted on G2.com.

Sometimes I cannot access evaluagent, and when I try to login, it sometimes takes me back to the login page. Review collected by and hosted on G2.com.

We've been using this Evaluagent for several months now, and the results have been nothing short of impressive. The system provides a clean, intuitive interface that makes it easy to review, score, and track call performance across our entire team.

What really stands out is the customization evaluation criteria, which allows us to tailor feedback to our specific business goals. The automated scoring and trend tracking have significantly improved our training process and overall call quality.

Our agents love the transparent feedback, and managers appreciate the time saved with built-in analytics and reporting tools. The app also integrates smoothly with our existing systems, which made onboarding a breeze.

If you're serious about improving customer interactions, boosting team performance, and maintaining a consistent standard of communication, this system is a must-have. Highly recommended! Review collected by and hosted on G2.com.

Nothing! I can say whole heartily that there isn't an issue our team has faced using this system. We've had nothing but positive feedback from everyone in the team that has used Evaluagent. Review collected by and hosted on G2.com.

EvaluAgent is easy to use, incredibly functional and clear to understand. It offers some really useful tools that allow you to track and asses data, insights and trends. Review collected by and hosted on G2.com.

The ability to load audi files into an evaluation is helpful, but if paused for a certain period of time, the audio will sometimes fail to play again. This means having to refresh the page. The playback speed options are also slightly limited (1x, 1.5x and 2x). Additional options of 1.25x and 1.75x would be useful. Review collected by and hosted on G2.com.

Ease of Use: The interface is simple and allows users to quickly find relevant information without onboarding assistance. Agents and managers appreciate being able to track performance and feedback directly through customizable dashboards.

Performance Insights: Detailed scorecards and dashboards help visualize progress and drive continuous team improvement.

Feedback and Coaching: The system seamlessly supports one-on-one meetings, personalized feedback, and e-learning tools, strengthening individual and team development. Review collected by and hosted on G2.com.

Dashboard Customization: Prefer to have a more personalized dashboard upon login with metrics specific to their role or performance.

Reporting Flexibility: The reporting tools are generally effective, but more options for date ranges and filtering details would benefit in managing overlapping periods.

Workflow Rigidity: While overall functionality is strong, there is limited customization in audit and reporting structures. Review collected by and hosted on G2.com.

I use EvaluAgent for QA and feedback work, and it helps with tracking feedback and performance. I find EvaluAgent easy to use and navigate, which streamlines the process of accessing feedback. I like how handy it is to access the information since it's not confusing at all. The best thing about EvaluAgent is its 'easy on the eyes' layout. The initial setup was straightforward with support available every step of the way. I definitely recommend EvaluAgent, as I rate it a 10 out of 10. Review collected by and hosted on G2.com.

Sometimes my team and I have issues with the site taking a lot longer than usual to load, this could be improved upon. Review collected by and hosted on G2.com.

I really appreciate EvaluAgent for its ease of use and the straightforward way it helps me conduct phone call reviews. It's incredibly intuitive, which makes understanding how to improve my customer service skills through its feedback very manageable. The platform allows assessors to highlight parts of the call and mark areas for improvement, giving me clear guidance on where to focus my efforts. The initial setup was also a breeze, as it was ready to use immediately after signing up, which saved me a lot of time and hassle. Overall, this seamless process and user-friendly experience make EvaluAgent a tool I find indispensable for maintaining and enhancing my customer interactions. Review collected by and hosted on G2.com.

Nothing that i can think of Review collected by and hosted on G2.com.

I love how Evaluagent breaks down and provides a comprehensive quality assessment of my team’s performance, enabling me to effortlessly review scores and identify strengths or weaknesses. Its intuitive and self-service nature makes it very easy to explore and use without any notable difficulties during setup. I appreciate how its features make it straightforward for my colleagues to view performance snapshots, guiding them to understand their progress at a glance, and the color coordination and graphical representation depict this breakdown effectively across the QA. This transforms the tool into a profound time-saving asset for the team, allowing self-service to be enacted efficiently. Furthermore, I find the reporting capabilities essential, as they simplify isolating fail areas, streamlining my workflow. Overall, Evaluagent empowers my team with clear insights and saves considerable time with its user-friendly design and impactful analytics. Review collected by and hosted on G2.com.

I find that evaluating using EvaluAgent could benefit from more frequent checks across a larger range of calls. It feels necessary to leverage AI further to handle a larger volume of assessments effectively. By doing so, it could help in isolating priority areas more efficiently. Review collected by and hosted on G2.com.

What I like best is the user-friendly interface and the clarity of the QA results and metrics. As a Complaints Officer, I like to identify trends in my performance and specific areas of failure. The platform's dashboard makes it easy to look into my individual scorecards, helping me quickly understand where coaching or process changes are needed to prevent future escalations. The reporting is really effective and simple to pull. Review collected by and hosted on G2.com.

While the core functionality is excellent, my only minor suggestion relates to notification customisation. I would appreciate more controls over how we approve reviews, as we have to manually search for the two sections we have to review: 'You have an evaluation', and 'You have received quality feedback' Review collected by and hosted on G2.com.

I have been using EvaluAgent for 4 years as a platform to evaluate agent calls, live chats, and emails with customers. I appreciate the straightforward setup process, which allowed me to sign in with my company email and start receiving evaluations immediately. The streamlined feedback process with the QA team is incredibly beneficial, delivering evaluations quickly, and enabling me to acknowledge them and challenge any disagreements efficiently. I love filtering evaluations over time and the overview of statistics it provides, which helps me track performance trends effectively. Additionally, I find it simple to navigate, which greatly enhances my user experience and would be a key reason for purchasing it again. Review collected by and hosted on G2.com.

I dislike having to mark my calls as acknowledged on two different sides of the evaluation. It feels like an unnecessary step, and consolidating this process into one place would make it much more efficient. Review collected by and hosted on G2.com.