Being in the Continuous Improvement team as an Evaluator/Assessor now and in earlier role as an Player Experience Specialist i.e. customer support agent, I found Evalu-Agent simple to understand and reliable. I use it on a daily basis in order to evaluate cases for agents where I find defects in the responses they have sent to our players. The reason I am saying this is because, its easy to give and receive constructive feedback through Evalu-Agent to an agent for the defects identified for the set KPI's. I liked the tool because it also gives option contest an evaluation by raising a query for evaluation that's marked down. So in short it completes the loop and hence I find it very useful tool. It's ideally the best tool for customer service industry.

My agents can do the acknowledgement anytime. I can attach files like written warnings, coaching logs and monthly scorecard.

Very straightforward to understand and use when reviewing feedback - always very clear to navigate