Invoca’s new customizable evaluation forms in Call Review Console let managers manually score performance and leave feedback for agents. Evaluation forms complement existing AI scorecards by enabling evaluation of soft skills and coaching areas AI is not the right fit for.
Evaluation forms are designed for any leader who manages agents or call handling teams so that they can:
- Drive consistent agent coaching and quality assurance with standardized evaluation criteria
- Identify performance trends and training opportunities by tracking form scores across agents, teams and locations
- Streamline QM workflows by evaluating calls directly in-platform, without needing external tools or manual tracking in spreadsheets
With this release, you’ll now also have the ability to filter dashboards and reports by automated scorecards and the new evaluation forms.
Evaluation forms are live now, included with the Quality Management module, and completely self-service.
