How can team leaders use evaluagent to support their teams?
As a team leader, evaluagent gives you the tools to coach, develop, and track your team's quality performance — all within your reporting hierarchy.
Review your team's evaluations
Access completed evaluations for your team from Evaluate > Completed evaluations. You can:
Filter by date range, agent, evaluator, scorecard, and outcome
Track whether agents have acknowledged their evaluations
View evaluator feedback and scoring details
Identify patterns across your team's performance
This gives you a clear picture of where your team stands and where to focus your coaching.
Coach through 1-to-1 sessions
One of the most effective ways to support your team is through regular coaching. You can create 1-to-1 sessions from:
Actions & 1-to-1s > New 1-to-1 in the main menu
Directly from an evaluation result (the session is pre-linked to the evaluation)
From quality performance or feedback reports
During a session, you can:
Use pre-built templates for consistent structure (weekly check-ins, performance reviews, onboarding)
Link evaluations, feedback, and supporting documents to the session
Record notes, participant responses, and discussion outcomes
Assign improvement actions with due dates
Mark sessions as private for sensitive discussions
Schedule immediately ("Meet Now") or for a future date
Assign and track actions
Keep your team accountable by assigning clear development actions:
Create actions during 1-to-1 sessions or from the menu
Set due dates and track completion
Follow up on progress in subsequent coaching sessions
Provide and review feedback
Give feedback
You can send general feedback to your team members outside of formal evaluations — positive recognition, constructive observations, or neutral notes. Feedback can include sentiment labels and topic tags.
Review feedback
From Feedback > General feedback, you can see all feedback your team has received, filtered by date, sentiment, topic, and author. This helps you spot trends and recognise good work.
Use reporting to identify coaching priorities
Line item performance
From Reporting > Line Item Performance, you can see how your team performs on individual evaluation criteria — pass/fail rates, trends, and root causes of failures. This tells you exactly which areas need attention.
KPI reports
Access key performance indicators for your team to track quality targets and progress over time.
Agent profiles
View individual agent performance profiles to understand each team member's strengths, improvements, and development opportunities.
Participate in calibration sessions
Calibration sessions help ensure your evaluators are scoring consistently. As a team leader, you can:
Facilitate calibration sessions for your team
Participate in combined team leader and QA calibration sessions
Compare scores against benchmarks to identify variances
Guide discussions on scoring standards
What you can see
Your access is scoped to your reporting hierarchy — you see data for agents and teams below your level in the organisational structure. This includes their evaluations, feedback, coaching sessions, actions, and performance reports.
You won't have access to admin-level settings like scorecard configuration, user management, or system security. If you need something outside your current access, speak to your administrator.