Agent evaluation

Agent evaluation turns "that call was good" into a score on a shared rubric. You build the form once, then score recorded calls against it.

Build an evaluation form

1. 1

   Open Contact Center → Evaluation → Forms

   Click New form.

2. 2

   Add categories and questions

   Group questions by category — e.g. Opening, Discovery, Resolution, Closing. Each question is scored 1–5 or pass/fail.

3. 3

   Set weights

   Weight categories that matter more. The form computes a total automatically.

4. 4

   Publish

   Save and assign the form to one or more queues.

Score a call

Open Recordings, play the call, click Evaluate, fill in the form, and share the result with the agent. Agents see their scores in the Call Center Console and can comment back.