Use AI quality management
Leverage the power of AI to effectively and fairly evaluate agents on their handling of all inbound queue calls, thus freeing up your time to focus on assessing and improving customer interactions.
Note: This feature may not be available with your plan.
Our AI Quality Management feature is a fully automated call scoring tool that evaluates every inbound queue call for all agents and queues against curated customer service-focused questions, benchmarked for accuracy. It produces fair and actionable results within minutes, filterable by agents, time, and queue.
CC Admins (or supervisors with configuration rights) can select which questions to use in the evaluations. Then the AI quality management tool will automatically receive a temporary transcript of each inbound queue call to evaluate the agent — in a yes/no format — based on the selected questions. Once the evaluation has been generated, that temporary transcript is permanently deleted. Supervisors can then review those evaluations on an overall team level, or drill down by agent and specific interactions, within minutes of the call taking place. As needed, corrections can be made using our feedback feature.
Important:
- Feedback in Quality Management is never used to train AI models with customer data. Your feedback is analyzed by GoTo product engineers to improve the performance and accuracy of the quality management feature in scoring questions.
- The feedback is critical to differentiate agent performance issues from system performance issues.
- For additional information on ownership of your data and how it’s handled, see our AI Terms and Conditions.
Supported languages for this feature include English, Spanish, Portuguese, and French.
Configure evaluation criteria
Choose your desired criteria for the evaluations from our curated list of questions.
Before you begin: You must be
set up as a user and be assigned the
CC admin role or the
Supervisor role with the "Access to Contact Center Configuration Portal" permission.
- Sign in to our GoTo desktop or web app.
- From the left navigation menu, select .
- Enable or disable each question as desired and then select + Apply when finished.
What to do next: See "Review agent evaluations" and "Correct an evaluation" to educate your supervisors on how they can access and use the quality management tool.
Review agent evaluations
See how your team is doing overall with your selected criteria and dive in to specific interactions by agent to provide coaching and assistance.
Before you begin: You must be
set up as a user and be assigned the
Supervisor role. If you want to listen to the call recordings for a given interaction, you will also need permission to access
call recordings and
call reports.
Note: If you are part of the team you lead and take inbound queue calls, it is important to note that you will not see an evaluation for any inbound queue call that you personally take. Another supervisor will need to be assigned to the queue to review your evaluation in that instance.
What to do next: Provide praise or coaching to your agents. You can also make corrections as needed to the agent's evaluations, see "Correct an evaluation".
Correct an evaluation
Use the feedback feature to manually audit an evaluation and provide helpful context for our AI's prompt engineers.
Before you begin: You must be
set up as a user and be assigned the
Supervisor role.