Performance rating allows the Quality Assurance (QA) to review and evaluation of agent performance. Quality Assurance (QA) can use the score to appraise agents’ performance during interactions with customers. Therefore, Quality Assurance (QA) can see where agents are failing to resolve customer problems or generally leaving consumers unsatisfied. Evaluating performance across channels provides Quality Assurance (QA), with a wealth of actionable data.
This page can only be accessed by the QA Manager and Quality Assurance. QA Manager has the privilege to approve and reject the appraisal report when is transferred by Quality Assurance. If the appraisal report is approved, it will go to the QA Manager's Take Over tab.
Go to the Quality Assurance menu and click the Performance Rating menu, then you will see a performance rating page such as the images below.