We’ve made some huge strides so far in 2019. Customers from around the globe are now using EvaluAgent and in January we launched in-app billing (found within Admin) to make it easier for you to manage your subscription.
Now, we've launched several enhancements to our scoring, including the ability to:
- Create up to 11 possible scoring outcomes such as 3-point or 10-point scales.
- Add data-capture questions to scorecards
- Turn on manual evaluation outcomes
- Select the root cause for under-performance
To see these changes in action, watch the video below. Alternatively, scroll past the video to read more...
Add data-capture questions and answer-sets to a scorecard
By configuring data capture questions and answers in Quality Settings and then attaching them to your scorecards, evaluators can be prompted to capture additional information about the contact, enabling you to filter reports and analyse performance based on this additional insight.
For example, you could use this functionality to better understand your quality performance across different contact-types / customer experiences.
See the new guide: How do I create and assign data-capture questions to a scorecard?
Build your own scoring templates
With this enhanced feature, you’ll be able to configure your very own scoring templates – enabling you to create templates that can include up to 11 possible scoring outcomes to which, you can assign your own unique titles and score-values.
For example - you may choose to create a 3-point scoring template to evaluate line items categorised as “Process Adherence”.
You may then: assign the title “Complete” with a score of “1” to the first outcome; assign the title “Partially Complete” with a score of “0.5” to the second outcome; and, assign the title “Incomplete” with a score of “0” to the third outcome.
Manual evaluation outcomes
With this enhanced feature, you'll be able to create a set of manually selected evaluation outcomes that evaluators select from at the end of the evaluation process, rather than relying on the system to automatically derive an outcome by comparing the quality score against a pass rate.
This feature is increasingly popular for our clients in regulated environments such as utilities and financial services where there is a need to report and analyse business risk and customer detriment.
See the new guide: How do I configure my own Manual Evaluation Outcomes?
Selecting the root cause
Sometimes you may want to add additional context to an evaluation outcome and select which line items have had the biggest impact on a negative outcome.
So, from next week, you’ll be able to create a list of root causes for each and every line item (question) enabling evaluators to capture and analyse the root cause of any under-performance.
See the new guide: How do I assign root causes to a scorecard?