Never miss an opportunity for agent improvement with AI-driven agent QA

Move on from random spot-checks by automatically reviewing 100% of all conversations. Save time and gain full visibility into each agent’s performance in any language and understand their impact on KPIs, like CSAT and NPS, in real-time. Additionally, compare conversations across agents, create AI-backed scoreboards, and identify reasons for repeat contacts.

By harnessing Index’s advanced auto-tagging feature, Coach allows you to easily filter conversations based on your key focuses, like phrasing and customer sentiment, so that you can flag frustrated and problematic interactions. Quickly zero in on which ones need a closer review. 

Build scorecards that align with your unique customer experience priorities, like adherence to internal policies, and use a combination of human and AI-driven elements to ensure consistent and unbiased agent evaluations across the board. Once completed, reviewers can send real-time feedback to agents for immediate performance impact. 

Once an agent review is started, our advanced AI learns your custom review criteria and automatically fills in some answers on your evaluation form. This auto-AI feature speeds up the process so that the assessor can complete reviews more efficiently, focusing their efforts on complex cases and providing better feedback to agents in less time.

After reviews are completed, your data is instantly pulled into EdgeTier’s comprehensive reporting system. Easily access and analyse all of your metrics, scores, and interactions in one place to find out the information you need, like agent pass rate and review scores across markets, brands, or teams. Agents also have their own view of their evaluations and metrics, giving them real-time insight into their performance and encouraging accountability.