Latest Updates

We're excited to announce the release of 1-2-1 Plans and Agent Profiles . These tools are designed to help streamline performance management and goal tracking. 1-2-1 Plans You can now easily track long term objectives for your agents using the plans functionality. Create plans for your agent's with defined goals and track progress and outcomes against these goals. Agent profiles Get a comprehensive view of your agent's performance data from a single place. You can access an agent's profile to get an overview of their evaluation, feedback, 1-2-1 and community reporting data. These enhancements are designed to create efficiencies, boost agent performance and encourage more meaningful conversations with your team. You can find out more about how to use these new features from the guides below. 1-2-1 Plans: A set up guide ​ 1-2-1 Plans: A user guide ​ Agent Profiles: A user guide

You can now limit users from seeing a scorecard and the associated results by restricting scorecard visibility. This gives you the flexibility to match scorecard and evaluation access to your organisation's structure. When using the multiple evaluations functionality you'll now see an additional section within your scorecards to be able to 'hide results from'. Here you can select one or more roles to hide the scorecard and it's associated results from. Given a user's role has been added to the 'hide results from' section of a scorecard this means that; The scorecard will not appear in any scorecard filters across the platform Evaluations against that scorecard will not be seen to those users And results from these scorecards will be excluded from reports and dashboard widgets Take a look at our user guide to find out more about how this functionality works!

We're excited to announce that you can now import specific conversations as soon as you want with evaluagent. The manual conversation import feature is a simple way for evaluagent users to quickly import specific conversations that they want from supported CRM, CCaaS and Ticketing platforms. This is an alternative to waiting for the hourly cycle to import your conversations. What do you get? The ability to import conversations from the Imported Contacts page. The ability to import conversations from the integration Utilities page. Follow our guide to get started.