Effortlessly assign and evaluate agent performance
Ensure fair agent performance assessments with the power of randomized assignments automation. Our automated quality management system randomly selects tickets for evaluation, creating an unbiased environment that gives every agent equal opportunity for evaluation and continuous improvement, promoting overall service excellence.
Randomized ticket selection to avoid bias
Automated assignment and sharing with graders
Pre-defined rubric selection for grading uniformity
Personalized agent coaching to ensure fully targeted coaching sessions
Targeted Grading Assignment
Maximize business impact with targeted ticket assignment
Leverage advanced filters in our grading automation to surface tickets that offer the most meaningful opportunities for agent evaluation and coaching. With targeted grading assignments, you can drive exceptional customer experiences and satisfaction, enabling strategic business growth.
Select tickets with a strategic business focus or objective in mind
Trigger automations by specific topics, processes, or policy areas
Facilitate in-depth analysis of targeted coaching opportunities
Offer focused coaching and reinforcement for improvement
Learn how Dialpad is Providing Real-Time Feedback for the Values-Focused CX Team
Leverage our GraderQA Automation to streamline feedback exchange between Benchmark and Original Graders. Eliminate manual searching and repetitive tasks to ensure consistent, insightful feedback while promoting a deeper understanding of agent performance.
Admins configure automation settings
Independent ticket re-evaluation for unbiased feedback.
Instant, direct feedback delivery to Original Graders
Notifications keep everyone updated on assignment status
Learn how Novo is utilizes Automations to Get to Root-Cause Faster & Prevent Customer Friction