How Does It Work?
Call Transcription: The call audio is transcribed, and Mission Control separates the speech of the call taker and the caller.
Performance Analysis: The call taker's speech is analyzed against pre-defined performance trackers or criteria.
Feedback: Mission Control flags areas where performance met expectations and highlights areas for improvement.
Structure of the Automatic Assessment
The automatic assessment includes the following components:
Selected Template: Which criteria is used in the presented evaluation.
Assessment Completed By: Indicates the date and time the assessment was completed and indicates that the review was conducted by AI. Manual reviews will indicate the Reviewer's name.
Score: The agent’s performance score.
Note: Agents can only view their own scores and performance details. Users with QA access can view scores at the organizational level. See the difference below:
To determine whether performance has improved, an user's score is compared to their previous scores. For organizations, the score is compared to the organizational average.
Assessment Summary and Details
The assessment contains both a summary and detailed insights into the agent's performance, allowing for a comprehensive understanding of the results.
Timeframe for Assessment Completion
The automatic assessment is typically available within a few minutes after the interaction is created.
Editing or Overwriting an Automatic Assessment
Editing: Automatic assessments cannot be edited.
Overwriting: Users with QA access can overwrite the automatic assessment by adding a manual assessment.
For more information on manual evaluations, click here.
Performance Trackers
Performance trackers are customizable and can include various metrics such as:
Greeting and introduction
Protocol adherence
Problem resolution
Tone and manner
Setting Up Performance Trackers in Mission Control
To customize performance trackers, please contact your Adoption Manager for assistance.
What Happens Next?
After the automatic assessment is completed, the system:
Assigns scores based on predefined performance criteria.
Generates a detailed feedback report available to both call takers and QAs.
This automated process ensures consistent, efficient, and objective performance evaluations. It provides actionable insights for training and development while ensuring compliance with organizational and regulatory standards. Ultimately, this enhances both customer service quality and operational efficiency.