Yes, it can evaluate and score all agents’ calls, but your quality management staff will still have important work to analyze the data and make recommendations.

The automatic evaluation module can measure an agent’s performance in script adherence, emotional parameters, hold or silence duration rules, and any other parameter that you can measure with Speech Analytics. However, since some critical features like empathy, active listening, or technical information levels are inherently subjective and need to be considered in context, we suggest using both manual and automatic evaluation together.

Related Products: Conversational Analytics 2 (Speech&Text&Agent Performance Analytics)