Coach is EdgeTier’s Agent QA product, allowing you to manage your entire QA and review process within WatchTower. We now also offer AutoQA, a beta feature that facilitates AI reviews.
https://www.loom.com/share/26de0746a4474352abf71040228f9383
You can completely manage your review process within EdgeTier using our Agent QA Reviews Features. We support a wide range of custom scorecards for all chat, email, survey, and call interactions in the platform, supported by our 100% coverage of interaction analysis.
For a step-by-step guide to get started, please see:
The core coach reporting screens are Reviews, Agents and Agent Activity.
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All metrics are based on the date the interaction being reviewed occurred on Agents and Agent Activity screens. Reviews screen data is based on the date the review occured.
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