It’s no longer news that Oki-Toki has introduced an agent dialogue evaluation system to ensure quality control in the contact center. However, now, the evaluator can leave comments about the calls in addition to the rating. For this, we’ve introduced a ‘Comment’ field to our evaluation forms.
Evaluation forms are part of the “Conversation Evaluation” product.
Here’s how it works:
- Now, when rating a dialogue, you can provide additional comments in the ‘Comment’ field explaining the basis of your rating for an agent. Comment Section. ️
- In the evaluation log, you can view the comment left by the evaluating employee. Conversation Evaluation Log.
It’s important to remember that “Comments” are just an additional “assistant” and it does not factor into the KPI statistics as it can’t be converted into any evaluation or figure.
