I could easily see where agents needed to be coached. I could provide them a guide with target key words and let them track their progress.

Mistranscribed calls. This did create some angst when agents knew they had hit markers but were marked down for it.

My experience has been great,. The team is knowledgable, flexible and easy to work with.

Easy to use, good reporting, data is clear

Would like for it to have some more reporting and affordable AI

The worst QA platform in the industry and I have been in the BPO industry for 9years.

Call recording for future use. It can keep a record of a past call for future use.

Everything about it except call recording. Especially reporting, it is the worst I have seen. Extracting the report to excel should be modified as a table and not as linked worksheets.

To identify areas of improvement, offer alternatives to call handling/system navigation, and to highlight what was done well.

I like the ability to control the speed of playback, to identify with visual markers identified with subject heading for the content of individual parts of the conversation, and the visual bar graphs indicating volume of the conversations to know when it's silent and when it's not.

I don't like that the agent comment space is limited in number of characters, this limits their ability to dispute and state their case sufficiently.

I love it and it has improved the work ethic of my agents.

I use it to monitor my agents every day and it is super easy to maneuver and it helps my agents understand their calls as well.

Everything is GREAT. I don't think anything needs to be changed

it realy takes the guess work out of creating quality evaluations

the Reports are not always too easy to manage

I like it

I can easy access to all my evaluations.

I would like more Graphics, It will be perfect to all the supervisors

I like that I can run reports on individual's and teams as a whole

I don't like that when I click the remember me box it don't stay.

i really like the reports and all those possibilities

whoever is running the QA on a given project needs to be a very efficient explorer. it has everything you need, you just have to find it

calibration section and its training videos doesn't work

Still need more time to use and get familiar with the product.

It seems functional but I need more time to get used to it and use it frequently.

Don't have an opinion yet on this. Need to use it more to be able to provide feedback.

It's an interesting tool at an enterprise level, that offers no investigation capability to the individual level or supports retraining of agents.

I like the ability to parse calls, evaluate performance and score teams

The investigation capabilities are sub-par: There are no scrubbing buttons to fast forward or rewind. There's no visualization to understand where there are interactions and not silence. There's no transcript. There's no bookmarks either automatic or manual where there was good or bad interactions. There's no ability to clip and export audio for training purposes. There's no ability to listen across agents at particular parsing of the call. There's no keyword highlighting.

Poor.

It always us to create a baseline and begin a conversation about phone hygiene. This in turn allows us to do better for the customer.

Its reporting is terrible. I stopped reporting bad grades because they would not change them. Some of them are absolutely ridiculous and make my team look bad.

Meh...

The simplicity of the application is top-notch

The application is not feature-rich. Being basic does the job done.

The reporting feature is great. I can see an agent overall performance in a snap shot for the whole year as well as filter the reporting by score-card category.

The option to play back a record sometimes do not work depending on which web browser you are using.

As a QA Analyst of daily customer service and costumer relations it is very easy tool.

This product is used within the company I work for and it has been a very easy to use system.

I have not seen any major issues with the product.

Great source for doing QA.

Easy to use. User friendly, easy to navigate.

Nothing at this time. I haven't been using it long enough.

It is very helpful to review scores

It is very easy to search for the agents to locate the scores for selected dates.

Do not have any dislikes at the moment.

It is able to record and rate the calls from the call queues that have been configured by the admin.

User configuration feature to improve the call monitoring accuracy is practically not available Reporting feature is rigid and limited

My overall experience with q eval has been great

It is very user friendly. The agents here seem to like what they can receive immediate feedback on calls being evaluated

I actually have no cons in regards to the q eval system

Very use full and user friendly .

It is very user friendly and easy to connect with others

Some times it may lag a little longer than expected.