Integrated Evaluations

Evaluations within are completely customizable. There can be unlimited categories, subcategories and questions in each evaluation. In addition, any number of answer groups can be created with up to 999 available answer fields per question. This eliminates the need to fit all evaluation questions into a "Yes/No" or "Excellent – Poor" model and allows organizations to use existing evaluation formats.

's evaluations are completely modular to reduce creation time and data entry.  If every call requires the same ten questions regarding general agent performance (clear speech, politeness, etc.), a base evaluation can be created with those ten questions.  Then additional evaluations can be created for specific needs, such as product knowledge for sales calls or save attempts for cancellation calls.  If the general evaluation and the product knowledge evaluation are both assigned, they will appear as one integrated evaluation.  If a change is needed to the general evaluation, it only needs to be made once rather than multiple times.

Assignment is handled based on the recording campaign and the user type of the evaluator, allowing completely separate evaluations for the same call.  For example, a supervisor might evaluate Call 12345 with questions based on agent performance, while a marketer might evaluate the same call with questions based on the effectiveness of the script.  Customized reporting allows each department to run reports based on only their own evaluations and users.

includes over 40 stock reports and the ability to create and upload custom reports based on user requirements.

Integrated e-Training

The integrated e-Training module is a completely customizable training facility that allows clients to develop their own training program using a customizable test and uploaded media. Any employee with access to can complete training from any workstation.

Module creators develop testing based on questions and answers designed with a scoring system to evaluate proficiency. Different point values are assigned to different questions, and as many or as few questions as desired can be included, providing great precision and accuracy in test results.

Test creation is completely customizable, with an unlimited number of questions and an unlimited number of answers per question.  Point values are assigned for each answer, and can be negative or zero for incorrect answers.  Available questions types are: True/False, Multiple Choice, Multiple Selection and Matching.

Supported media includes but is not limited to: HTML files, PDF documents, Microsoft Word documents, Microsoft Excel spreadsheets, Microsoft PowerPoint presentations, JPG and GIF files.

training accommodates optional or mandatory test assignments. Mandatory tests require user completion before accessing any other function in . 

Results can be emailed to the user who assigned the module.  Supervisors and QA personnel can log in to and check module results by all users. The list of modules can be displayed on a single module or single user basis as well as in a comprehensive listing. Each module result can be displayed with the visual media and the entire test results, allowing areas that need further training to be pinpointed, as well as indicating individual agent strengths.

In My ECHO, agents can see results of all training modules they have completed, including their answers and the correct answers.

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