AI Agent Evaluator
Enhance your supervisor's quality management with Intermedia Contact Center's AI Agent Evaluator, powered by Spark AI. Evaluators use AI to identify and discover insights from inbound and outbound customer conversations to improve employee performance and be more responsive to customer feedback.
Benefits:
- Elevated Customer Experience: By prioritizing critical conversations, AI Agent Evaluator ensures high standards of customer service.
- Engaged Agents: Provides agents with constructive feedback, helping them improve their skills and stay motivated.
- Operational Efficiency: Freeing up supervisors' time to concentrate on high-value activities that drive agent performance.
AI Agent Evaluator streamlines quality management workflows, giving supervisors more time to personalize coaching discover new insights, and drive business growth.
Supervisor View
The Supervisor View is a dedicated interface that provides supervisors with a comprehensive overview of recorded
agent interactions they can evaluate.
Grading Templates
Grading Templates are predefined sets of criteria used to evaluate agent performance. These templates can be
customized to fit the specific needs of the contact center.
Interaction Analytics Powered by Spark AI
Collaboration Mode
Let supervisors to share performance evaluations with agents, ensuring they receive timely and constructive feedback. Collaboration Mode lets agents confirm they've received the feedback and allows them an opportunity to provide their perspective to increase agent engagement and fairer assessments.
