FROM
TO
ℹ️ Complete all sections. Fatal items (★) cause automatic score deduction when marked. Scored items total 100 pts. Target: ≥ 80%
Evaluation Info
1. Soft Skills — Call Opening & Closure
20 pts
⚠️ Deducting this item removes the full 20 pts from the score
Customer Consent, Opening Clarity & Closure Structure
Agent confirms readiness, greets properly, introduces self & page, closes professionally
Agent confirms readiness, greets properly, introduces self & page, closes professionally
−20 pts
2. Soft Skills — Attitude & Tone
25 pts
⚠️ Deducting any item below removes the full 25 pts from the score
Active Listening
Giving space to talk, no interruption
Giving space to talk, no interruption
−25 pts
Professional Language
No negative words, slangs, repetition, verbal nods, rephrasing
No negative words, slangs, repetition, verbal nods, rephrasing
−25 pts
Empathy & Tone Behavior
Showing empathy, not talking fast/sleepy/aggressive
Showing empathy, not talking fast/sleepy/aggressive
−25 pts
Concentration & Dead Air
Focused on call, no silent moments
Focused on call, no silent moments
−25 pts
3. Soft Skills — Hold Process
15 pts
⚠️ Deducting this item removes the full 15 pts from the score
Hold Process Followed
Agent followed correct hold procedure when placing customer on hold
Agent followed correct hold procedure when placing customer on hold
−15 pts
4. Sales Expertise
★ Fatal Items
Any violation flagged here results in automatic fail. Mark YES ★ only if the violation occurred.
Alternative Suggestion ★ Fatal
Did not suggest an alternative when the offered product was unsuitable
Did not suggest an alternative when the offered product was unsuitable
Fatal
Save Attempt ★ Fatal
No final attempt to retain the deal before it was lost
No final attempt to retain the deal before it was lost
Fatal
Relevance of Response ★ Fatal
Response to objection was inappropriate, illogical or off-topic
Response to objection was inappropriate, illogical or off-topic
Fatal
Value Explanation ★ Fatal
Did not focus on benefits/value — only listed features
Did not focus on benefits/value — only listed features
Fatal
Follow-up Planning ★ Fatal
Did not handle WhatsApp/promise/follow-up requests correctly
Did not handle WhatsApp/promise/follow-up requests correctly
Fatal
Policy Knowledge ★ Fatal
Did not explain company policies clearly
Did not explain company policies clearly
Fatal
Pushing for Agreement ★ Fatal
Pressured the customer to confirm — mark if occurred
Pressured the customer to confirm — mark if occurred
Fatal
Warranty Not Mentioned ★ Fatal
Did not mention the warranty process at all
Did not mention the warranty process at all
Fatal
5. Call Performance
40 pts
⚠️ Deducting any item below removes the full 40 pts from the score
Alternative Number
Requested additional number for easier communication
Requested additional number for easier communication
−40 pts
Return Policy Explained
Clearly explained the return policy to customer
Clearly explained the return policy to customer
−40 pts
Item Description Clarity
Explained color, name, quantity, price of the order
Explained color, name, quantity, price of the order
−40 pts
Delivery Details Provided
Mentioned the delivery method and time
Mentioned the delivery method and time
−40 pts
Address Obtained
Obtained the customer's address accurately
Obtained the customer's address accurately
−40 pts
Bad Attitude
Any inappropriate behavior — marked if occurred
Any inappropriate behavior — marked if occurred
−40 pts
Correct Action in System
Selected the correct interaction type in the system
Selected the correct interaction type in the system
−40 pts
6. Documentation
★ Fatal Items
These items trigger automatic disqualification if flagged. Mark only if the violation occurred.
Notes Quality ★ Fatal
Did not write clear notes (what happened – insights – comments)
Did not write clear notes (what happened – insights – comments)
Fatal
Fake Delivery Time ★ Fatal
Provided incorrect/misleading delivery time or SLA
Provided incorrect/misleading delivery time or SLA
Fatal
7. Fake Info & Actions
★ Fatal Items
Any of the below result in automatic fail regardless of total score.
Fake Confirmation ★ Fatal
Confirmed order without proof (no call / no WhatsApp)
Confirmed order without proof (no call / no WhatsApp)
Fatal
Fake Price ★ Fatal
Gave wrong/inaccurate price not matching system or offer
Gave wrong/inaccurate price not matching system or offer
Fatal
Fake Specs ★ Fatal
Gave wrong/misleading product specifications or features
Gave wrong/misleading product specifications or features
Fatal
Fake Product ★ Fatal
Described a different product than the one actually offered
Described a different product than the one actually offered
Fatal
Fake Warranty ★ Fatal
Gave incorrect information about warranty duration
Gave incorrect information about warranty duration
Fatal
Fake Agreement ★ Fatal
Confirmed order without clear customer permission
Confirmed order without clear customer permission
Fatal
Fake Offers ★ Fatal
Promised a gift/offer not actually included in the order
Promised a gift/offer not actually included in the order
Fatal
Invalid Lead ★ Fatal
Lead does not meet qualification criteria
Lead does not meet qualification criteria
Fatal
Notes & Coaching
Live Score
—
out of 100 pts
Not started
Call Opening & Closure0/20
Attitude & Tone0/25
Hold Process0/15
Call Performance0/40
★ Fatal items (Documentation & Fake Info sections) cause immediate fail if flagged — score is set to 0.
Score Guide
90–100%🏆 Excellent
80–89%✅ Meets Standard
70–79%⚠️ Needs Improvement
<70%❌ Below Standard
Fatal Error Flags
✓ No fatal errors flagged
QA Evaluation Tracker
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| Eval ID ↕ | Agent ↕ | Team | Specialist | Channel | Score ↕ | Status | Date ↕ |
|---|
Send Agent Feedback
Recent Feedback Sent
This weekKarim Wael — Positive Recognition
Nour Saleh — Coaching Session
Ahmed Hassan — Formal Warning
Fatima Al-Zahraa — Coaching & Guidance
Pending Follow-ups
| Agent | Type | Due | Status |
|---|---|---|---|
| Ahmed Hassan | Coaching | Mar 30 | Due Soon |
| Nour Saleh | Check-in | Apr 2 | Scheduled |
| Yara Mostafa | PIP Review | Apr 5 | Overdue |
⚖️ Live Session
📋 History
⚖️ New Calibration Session
Set up the session then each participant scores independently
🚩 3 open disputes require your review
DISP-2026-003
Ahmed Hassan — QA-2026-0198
📞 Phone · Score: 62% · Mar 26
"I believe the score for my empathy section is incorrect. I acknowledged the customer's frustration multiple times."
DISP-2026-002
Nour Saleh — QA-2026-0187
💬 Chat · Score: 71% · Mar 24
"The resolution section was marked incorrectly. The issue recurred due to a system bug, not agent error."
DISP-2026-001
Yara Mostafa — QA-2026-0175
📧 Email · Score: 69% · Mar 22
"The template used was the approved one. The grammar issue flagged is part of the template."
Log New Dispute
Dispute Stats
3
Open
14
Resolved
28%
Adjusted
Agent Performance Overview
450 agents across all channels
| Agent | Target Calls | Audits | Score | Sales Score | Sales Mistakes | Failed Audits | Status |
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