evaluagent Pros and Cons

The most helpfult hing about Evlauagent is that is ti shows your stengths and weaknesses. You get feedback o what you are hittingthe mark at and feedback that you can improve on so that makes it even better to appy what is needed to be great. Review collected by and hosted on G2.com.

To me the only downside is nto being able to see or explain our error or may be see so we can explain what really happened. Review collected by and hosted on G2.com.

I like the ability to view my scores with in my team department. I like the quick and easy access to the login process. I also like the ability to see detailed notes per section of my call format to determine where i need to improve. Review collected by and hosted on G2.com.

I do not like the inability to listen to my own call to determine error. I do not like having the opportunity to reply to a low score with out having to through my manager. Review collected by and hosted on G2.com.

I like that it lays everything ut clearly when it comes to your evaluation. ihave direct access to things like the call date and phone number to referback to. i tbreaks down all the seperate sections of your review throughly. I oike the i recieve emails when i get a review, good customer service. I use this for all my work qa evaluations. Review collected by and hosted on G2.com.

It can be hard to navigate at atimes. like i have to go to the side menu to see this months evaluations. but other than that i dont have any iss

ues Review collected by and hosted on G2.com.

I appreciate how EvaluAgent streamlines quality assessments and feedback loops, making it easier to monitor performance and provide targeted coaching. The user-friendly interface and customizable reports have also helped us identify areas for improvement more efficiently.

From a Customer Support point-of-view, this tool helps all agents keep track of their progress to improve our interactions with the customers. The tool is also being used in a moderate amount, so that all agents have enough evaluations to reflect on. Review collected by and hosted on G2.com.

Although EvaluAgent has been quite helpful, the initial setup and configuration can be a bit complex and time-consuming. It would also be great to see more integration options with other tools we use to streamline processes further. Review collected by and hosted on G2.com.

the overall design and colors are smooth Review collected by and hosted on G2.com.

Many things: the menus change frequently, the time selection menu is very dumb in that you have to select the end date before selecting the start date, and finally, you need to click on the date field for the calendar to disappear.

The password policy is stupid too, the frequency that it asks you to change your password gives me the impression that I am working with sensitive data such as national security or CIA Review collected by and hosted on G2.com.

I love the ease of use that Evaluagent provides. It is so simple to create a score card and make it live. I love the options to edit as well. The built in dashboard makes it easy to get a quick at a glance view of where we stand as a department. I also love how easy it is to get KPI reprots Review collected by and hosted on G2.com.

There isn't much I don't like to be honest. Review collected by and hosted on G2.com.

Evaluagent has been an excellent tool that we’ve utilized for over 3 years, helping us effectively monitor representatives across various countries. It has provided us with more accurate data, key operational insights, and a better understanding of the quality of service delivered to our customers. Thanks to its robust reporting system and insights, we are able to take swift action to address any issues. Review collected by and hosted on G2.com.

One challenge we faced was the lack of integration with our chat platform. Unfortunately, they did not provide an integration key, which prevented us from automating workflows for several years, requiring us to handle these processes manually. While the reporting features are robust and insightful, there is still room for improvement to further enhance their functionality. Review collected by and hosted on G2.com.

I like that is is very easy to read and understand. Give me the quick info I want on the homescreen and don't need to search very hard for it. Use it multiple time a week. Lots of features haven't explored them all yet but I know they are there. Had to contact customer service once and they were very friendly and Review collected by and hosted on G2.com.

So far haven't found any downsides. I have enjoyed using it. Been using for over a year and no issues. Review collected by and hosted on G2.com.

Evaluagent is very easy to use. The positive, coaching and negative feedback are all within the one particular evaluation you receive and all your metrics are clear and consise. I get my evaluations multiple times a week and often look back at them whenever I have down time while I am at work. Review collected by and hosted on G2.com.

there are two places to acknoledge quality feedback, and if you acknolege it in one place, it does not appear to do it for the other. Review collected by and hosted on G2.com.

It's very helpful that you can make your own dashboards.

I enjoy that agents get points for interacting and the auction function.

The times I've had to raise a ticket, they were very quick to respond and solve my problem which was great. Review collected by and hosted on G2.com.

If you make any updates to a scorecard, the old one disappears off the data meaning you're unable to pull accurate stats that includes all versions of the scorecard.

The new update also made the scorecards a bit hard to look at, it was easier to understand when everything was full screen. Review collected by and hosted on G2.com.