Freshworks Customer Service Suite simplifies tracking agent performance, workload distribution, and task assignment, enabling leaders to optimize agent efficiency and productivity. From an agent training and QA point of view, the built-in AI helps coach reps in real-time after every customer resolution with proactive quality management. Instead of hiring a QA team and reviewing conversations and calls, the system automatically performs in-depth reviews and shares its findings with your team to help your agents improve their performance.