Online Agent Evaluation System

Agent assessment, part of the manufacturer's agent quality management suite, is an online agent evaluation system designed to enable call center managers to objectively assess the performance of their staff and call quality. The system allows an assessment of both recorded and live calls, inbound, outbound, and internal calls.

The system can be installed onto the customers' LAN allowing multiple supervisors access to the application. It can also be used as a stand-alone application. It includes the following features:

•Customization of online evaluation forms
•Integrated replay
•Flexible marking method
•Skill weighting
•Management reports
•Objective analysis

Racal Recorders, 480 Spring Park Place, Suite 1000, Herndon, VA 20170. Tel: 703-375-7636; Fax: 703-375-7675.