Agents are able to get spot feedback targeted on line items that have resulted in fails. The feedback shared enables the agent to note the area they have challenges in, how it impacts the overall customer experience and what they can do moving forward to improve their performance. It also supports a 2 way feedback loop where agents can query on evaluations they feel are biased for a neutral review by another reviewer who is able to close loop fairly for both the agent and evaluator. Review collected by and hosted on G2.com.

The root cause analysis function has been least helpful because the team has not been able to use it to drill down to root causes of agent performance issues. We are not able to map out the root causes based on agent issues, system issues, process issues, training etc. Evaluagent can work to improve this function to allow for mapping and reporting Review collected by and hosted on G2.com.

We've been using this Evaluagent for several months now, and the results have been nothing short of impressive. The system provides a clean, intuitive interface that makes it easy to review, score, and track call performance across our entire team.

What really stands out is the customization evaluation criteria, which allows us to tailor feedback to our specific business goals. The automated scoring and trend tracking have significantly improved our training process and overall call quality.

Our agents love the transparent feedback, and managers appreciate the time saved with built-in analytics and reporting tools. The app also integrates smoothly with our existing systems, which made onboarding a breeze.

If you're serious about improving customer interactions, boosting team performance, and maintaining a consistent standard of communication, this system is a must-have. Highly recommended! Review collected by and hosted on G2.com.

Nothing! I can say whole heartily that there isn't an issue our team has faced using this system. We've had nothing but positive feedback from everyone in the team that has used Evaluagent. Review collected by and hosted on G2.com.

Ease of Use: The interface is simple and allows users to quickly find relevant information without onboarding assistance. Agents and managers appreciate being able to track performance and feedback directly through customizable dashboards.

Performance Insights: Detailed scorecards and dashboards help visualize progress and drive continuous team improvement.

Feedback and Coaching: The system seamlessly supports one-on-one meetings, personalized feedback, and e-learning tools, strengthening individual and team development. Review collected by and hosted on G2.com.

Dashboard Customization: Prefer to have a more personalized dashboard upon login with metrics specific to their role or performance.

Reporting Flexibility: The reporting tools are generally effective, but more options for date ranges and filtering details would benefit in managing overlapping periods.

Workflow Rigidity: While overall functionality is strong, there is limited customization in audit and reporting structures. Review collected by and hosted on G2.com.

I appreciate that there are so many options available when reviewing a call. As a handler, this makes it very clear for me to see what I am doing well and also highlights the areas where I need to improve. I also value being able to view the team averages, as this helps me understand where I am performing better and where I need to focus more to stay aligned with the rest of the department. it is also easy to use and was easily implemented as a new starter and integrate in our team and company. I use the platform monthly to see how i am performing. I dont feel like i have any issues whereby i have to contact the customer support services, as the platform is easy to use. Review collected by and hosted on G2.com.

I find it frustrating that locating my evaluations is rather difficult, since they are often archived after being reviewed. When I want to look up specific evaluations from certain dates, it becomes quite inconvenient to sift through all the archived items just to find the one I need. Review collected by and hosted on G2.com.

It always presents feedback in a clear and readable way, which makes it easier for me to understand and act on. It also provides space for ongoing improvement in my role as a customer support agent, and it has helped me track both my performance and the areas where I need to develop further. Review collected by and hosted on G2.com.

The filter options can feel a bit overwhelming at times, and occasionally they seem excessive. Review collected by and hosted on G2.com.

EvaluAgent is a great tool for optimizing customer service performance, especially for improving agent quality and consistency in support. What stands out to me the most about EvaluAgent is its ability to combine real-time feedback and performance analytics into a single platform. It helps businesses better understand agent performance, pinpoint training needs, and maintain high service standards across teams.

Another feature I really like is its use of AI to automate parts of the evaluation process, reducing the burden on supervisors while ensuring that evaluations are thorough and consistent. Plus, the gamified approach to performance scoring can help motivate agents by turning their progress into something more engaging. Review collected by and hosted on G2.com.

EvaluAgent is a robust tool for performance evaluations, but it can be overwhelming for new users due to its complexity and customization options. Integration with some systems might not be seamless, and there are occasional limitations in customizing evaluations to specific needs. Additionally, its pricing can be a barrier for smaller businesses. Review collected by and hosted on G2.com.

Ease of use: the tool's design, in my opinion, is quite intuitive; since I started using it, I was able to locate any type of information I was looking for, without anyone having to explain where to find it or how to use the paltform. I appreciate how I can receive detailed feedback on every line item reviewed. I also appreciate the personal insight page, where I can get a general view of my performace. Review collected by and hosted on G2.com.

The main dashboard shows general information for my whole team, most of which I'm not really interested in or does not involve me, now , I'm not sure if thgis is the way my organization has set up the dashboard, but I'd prefer if the first page I saw when I logged into the tool was a dashboard of my performance instead. Review collected by and hosted on G2.com.

My best part of the Evaluagent experience is the engagement with the sales, support and technical persons. They were supportive, knowledgeable and extremely ready to address innovation needs. I enjoyed the handheld support from Alioul and Chris. Step by step lessons are a big plus.

The tool is easy to use, and implementation was fast and effective. Integration with Freshdesk was completed in minutes.

There are a vast array of functions and features, and I especially love the insight generation.

The tool reduces the need for frequent intervention by QA analysts while delivering regular and timely auto analysis Review collected by and hosted on G2.com.

Inability to train the AI to check organization specific resolution requirements including escalations. This is a major requirement for us, and we hope Evaluagent can build this.

Also, Evaluagent does not have global insight generation. This is important for aiding organizational directioning and goal actualization.

I feel the demo period is not enough to explore them. Review collected by and hosted on G2.com.

Being in the Continuous Improvement team as an Evaluator/Assessor now and in earlier role as an Player Experience Specialist i.e. customer support agent, I found Evalu-Agent simple to understand and reliable.

I use it on a daily basis in order to evaluate cases for agents where I find defects in the responses they have sent to our players.

The reason I am saying this is because, its easy to give and receive constructive feedback through Evalu-Agent to an agent for the defects identified for the set KPI's.

I liked the tool because it also gives option contest an evaluation by raising a query for evaluation that's marked down.

So in short it completes the loop and hence I find it very useful tool. It's ideally the best tool for customer service industry. Review collected by and hosted on G2.com.

Honestly speaking, I am working as an Evaluator from past 6 months now, I didn't found any downsides of Evalu-Agent.

However as we all know there's always a space of improvement maybe in future I would contribute improvement ideas. Review collected by and hosted on G2.com.

This has evolved the way we score calls in our business. Previously, all calls were scored on an excel sheet which was a very manual process. Now it is much more structured and gives us the ability to look at trends. I use this daily within my role now and it is easy to use. Review collected by and hosted on G2.com.

It is tricky when we want to introduce a new scorecard as we have to wait for a new month so it doesn't affect reporting. Review collected by and hosted on G2.com.