Use a standard evaluation form

Use the standard evaluation form to assess agent performance in key areas such as compliance verification, building customer relationships, knowledge and process adherence, documentation quality, and effective call closure or summary.

Video Overview: Using a standard evaluation form (length 03:01)

Related topics

• Manage evaluation forms for manual QM—Write questions for evaluators to answer, and determine how the response to each question affects the agent’s total score.

• Advice for evaluation forms—In-depth information about how evaluation forms work and recommendations for creating effective evaluations.
• Configure KPIs—How to set up KPI goals and assign them to groups and teams.