Use the articles above to configure and access evaluations

What are QA Evaluations?

Xima CCaaS provides world class analytics on call activity.
We also provide thorough transcripts to learn what was discussed and how the sentiment was throughout a call

QA Evaluations now introduces a third layer which allow managers and supervisors to grade the performance of agents and if they followed your company standards and processes while on the call. This is all automated with AI and does not require management time to perform manual quality assurance reviews of random calls. ALL calls can be graded.

You'll be able to build multiple Evaluation Templates that can be customized per team or skill as needed. These allow you to add as many Evaluation Points desired to each template. Evaluation Points are key things you'd like to measure about the agent's process.

Requirements

• Elite Licensing is required
• Recording and transcription must be enabled for all calls that need to be evaluated

Key Considerations

• A call must be recorded and transcribed in order to be evaluated
• Evaluations support filter criteria to consider which calls should be evaluated. This can be done by call duration, skills, agents, and/or call direction.
• Evaluations are processed after a call has concluded and are generally available in a minute or less.
• Evaluation results support user-feedback, allowing a manager to give positive or negative feedback to a provided score. Having continued feedback from a manager will fine tune AI's ability to better match your companies perspective of how calls should be evaluated, but this is not required.
• Any changes to an evaluation template or it's points will be applied to calls hence forth and does not retroactively change scores of previously scored calls.