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The Agent Evaluation add-on is activated with a separate license key.

 

Agent Evaluation can be used to monitor the performance of an agent. Calls of an agent are evaluated manually based on a set of questions with scores. This evaluation will determine the overall score of the agent.

 

To reach this add-on, open the Tools menu, and choose Agent Evaluation.

 

Preparation

To give access to this add-on to users that are not administrators, special Permissions must be defined.

 

Agent Evaluation is about evaluating agents. The Agent Evaluation add-on requires that for each agent, a user is defined, with its phones. This is needed for the system to know to which agent a particular call belongs. The user accounts of these users do not have to be enabled. It will still work, even if the user accounts are disabled.