Evaluation Forms

Invoca’s new customizable evaluation forms in Call Review Console let managers manually score performance and leave feedback for agents. Evaluation forms  complement existing AI scorecards by enabling evaluation of soft skills and coaching areas AI is not the right fit for. These forma are designed for any leaders who manage agents or call handling teams.

With this release, you’ll now also have the ability to filter dashboards and reports by automated scorecards and the new evaluation forms.

Evaluation forms are live now, included with the Quality Management module, and completely self-service.

• Drive consistent agent coaching and quality assurance with standardized evaluation criteria
• Identify performance trends and training opportunities by tracking form scores across agents, teams and locations
• Streamline QM workflows by evaluating calls directly in-platform, without needing external tools or manual tracking in spreadsheets

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