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Agent Scorecard

The V‑Spark Agent Scorecard application increases the efficiency of the agent evaluation process by automatically detecting the presence or absence of phrases that correspond to QA form requirements. Application results can be used to get an overall view of your agents’ performance, pinpoint performance categories that require improved training, and compare scores for individual agents.

The Agent Scorecard uses six top-level categories to evaluate agent performance: Communication Skills, Compliance, Effectiveness, Politeness, Professionalism, and Sales. Application scores are accessible for individual call transcripts as well, enabling supervisors to quickly check off objective requirements on agent evaluation forms.