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The Evaluation Application makes it easy to analyse the quality of calls. Stepping through the workflow process enables the following features:
- Automatic schedules can be set up to select recorded calls and/or screens for evaluation;
- Bespoke evaluation forms can be quickly and easily designed by users with configurable sections, questions and answer types;
- Calls for evaluation can be assigned to supervisors;
- Evaluations can be performed and personal observations and remarks can be added to calls;
- All evaluations can be reviewed;
- Graphical evaluation reports deliver high levels of management information on quality and efficiency.
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