Insight7 helps you standardize and streamline quality evaluation across your customer-facing teams. With Evaluate Agent Performance, you can analyze calls, identify strengths and improvement areas, and ensure consistent customer experience at scale.

Accessing Agent Evaluation #

Step 1: Go to Analyze → Templates

1. Log in to your Insight7 account at insight7.io

2. From the main navigation, select Analyze → Templates

Step 2: Choose “Customer Service”
Click Customer Service under the Templates section.

Step 3: Select “Quality Assurance”
Under Customer Service, you’ll see:

• Quality Assurance

• Onboarding

• Support Experience

• Retention & Loyalty

• Insights & Strategy

Click Quality Assurance, then select Evaluate Agent Performance.

Running the Evaluation #

What it does:

• Evaluates call performance based on tone, empathy, accuracy, and adherence to process

• Identifies coaching opportunities and top-performing agents

• Tracks consistency and quality across multiple teams

• Supports objective performance scoring using VOC data

How to use it:

1. Upload your agent call or transcript files

2. Click Run Analysis

3. Review agent performance insights – including quality scores, recurring issues, and areas for improvement

Tip: #

Use the evaluation results to guide personalized coaching, track QA progress, and recognize top-performing team members.