The Queues Evaluation module provides insights into the quality and performance of queue-based interactions within the call center.
Evaluations are helping supervisors and QA teams assess service quality and agent effectiveness.
Filter
- Agent: Filter evaluations by a specific agent.
- Evaluation: Select evaluation type(e.g., Satisfied, Partially Satisfied , Not Satisfied). .
- From date / To date: Define a date range for the evaluation records.
- Caller ID: Filter by the caller’s phone number or identifier.
Requires queue_evaluation license and server configuration.