xNPS is evaluagent’s answer for the contact center that wants to move away from declining response rates and sample bias that’s often associated with customer surveys.

Through our new xNPS feature, we can predict, with 80-90% accuracy, the likely NPS Rating (and why!) a customer would give based on the interaction they’ve just had with your contact center – all without needing to run a survey program, saving your customers valuable time.

Read our launch blog to learn more!

As our journey to enhance and simplify our user interface picks up pace, we are thrilled to release the first steps on that journey.

This release includes three new updates to our user interface that will simplify navigation around the platform, fast track some of your critical workflows and add a little more interest and personalisation. They cover:

You've been able to create your own profile picture or avatars for a while now, but with this latest update your profile images will be shown proudly across the whole platform wherever a specific user is mentioned. That might be in completed evaluations, KPI reports or evaluations themselves.

The create new button provides a direct short-cut to allow you to create new feedback, actions, contacts etc without needing to navigate to the specific menu option in the side-bar.

The ‘+ New’ button is visible on the main header banner from wherever you are in the evaluagent platform making it much simpler and faster to create those new assets you need.

What options you can see are controlled by the permissions that your user has. The full list currently of possible ‘new’ assets to create is as follows:

The main banner within the evaluagent platform is visible from any page. We have reduced the number of icons that appear on this banner and moved the platform search tool to a much more central and prominent position so that its always there when you need to search the platform.

You'll see that the notification icon is still visible next to your profile picture but other functions such as 'Help' can now be found under your profile picture, simply click on the profile picture to access this menu.

Previously, you could only set the ability for users to query evaluations as either on or off. The setting applied equally to all roles, so if you wanted to prevent agents from raising queries then team leaders were also prevented too.

This update to the quality settings now allows you to select a little more granularity in who and raise and see queries. The expended setting found under Quality Settings > Workflow, now lets you select one of the following three states:

This change will therefore support different approaches to managing evaluation queries depending on your specific business needs or working practices.

Available now to all accounts.

We're excited to introduce our latest integration, with Assembled WFM! This integration offers seamless synchronization of QA scores and coaching sessions, leveraging WFM schedules from Assembled.

Visit our guide to get started!

We are happy to unveil an update to our feedback process, designed to help you track and manage feedback about your team members. This enhancement, has been inspired by invaluable insights from our active community of customers.

Our current feedback workflow lacked a crucial component: the ability to track whether Team Leaders and Managers had seen, acted upon, and acknowledged vital feedback about their team members.

We are pleased to introduce a simple yet powerful solution to this challenge: Feedback Acknowledgement. With this enhancement, Team Leaders can now easily acknowledge feedback about their team members with just a click of a button.

Stay tuned for even more functionality in the pipeline! In the near future, we'll be incorporating this acknowledgement feature as a key performance indicator (KPI) in our SmartView Dashboard, enabling you to seamlessly monitor feedback engagement and responsiveness at a glance.

We believe that this enhancement will not only streamline your feedback management processes but also foster a culture of accountability and continuous improvement across your organization.

We will shortly be releasing an enhancement to the current user management capabilities that enables you to bulk activate users that are in pending.

Pending users are users that have been connected to the EvaluAgent platform via a third party system using technologies such as System for Cross-Domain Identity Management (SCIM). 

Pending users do not consume an EvaluAgent user licence and have no roles, permissions or login access assigned. They therefore can not log into and use the EvaluAgent platform until they have been activated.

Activation of pending users will move them from a pending state into an active state. This means that the users will be:

All activated users will consume a user licence.

The bulk activation enhancement will enable you to select one or more pending users who will have the same role and or team, configure and activate them with just a few clicks.

Previously you would need to do this one user at a time, so this enhancement will save administrators time in managing pending users and reduce the 'click' milage required.

Speed up the evaluation process and ensure the correct scorecard and evaluation mode are always used when evaluations are assigned via an AutoWorkQueue.

When building an AutoWorkQueue you will now have the option to assign an evaluation mode and/or scorecard. If the evaluation mode and scorecard have been defined within the AutoWorkQueue then these are pre-populated for the evaluator when they arrive on the evaluation screen - saving time and reducing the risk of human error.

We hope you enjoy this small quality of life enhancement.

If you have any questions, please reach out to our support team.

User sync is a powerful new feature designed to seamlessly import and periodically update user data from 3rd-party platforms into Evaluagent. i.e we help you import your users from your existing platforms (e.g Zendesk) and keep your user information up to date. E.g when an agent's name changes after marriage it gets updated in Evaluagent

The first implementation of user sync (beta) is on Zendesk and our existing Zendesk customers will be able to use this now

Click here to learn more about user sync.

Contact your Account manager to get started now!

Announcing the release of Smartgroups for Custom Reporting Groups that enables you to create dynamic reporting groups based on a condition(s) of your choice.

SmartGroups can be built alongside the existing manual custom reporting groups you may already use and will be available in reporting and dashboards just as these groups do today.

SmartGroups have the added benefit of taking away the manual updating of these groups by automatically updating group membership based on a condition(s) that you define.

So for example, you can create a condition that will identify any agents that have a employment start date within the last 90 days. Every 24 hours, SmartGroups will check your group membership against this condition and add or remove agents that no longer meet this condition.

You therefore get only the agents you want in your custom reporting groups.

Other examples you can build conditions for include:

Like manual custom reporting groups, you can have as many SmartGroups as you wish.

SmartGroups are available under

Thanks to your feedback, we have just released an update to SmartView custom dashboards that will allow you to temporarily change the filters on all your widgets with a master filter.

The master filter is available across all your personalised dashboards and will enable you to change the following for all your widgets:

The master filter when selected will apply your selections to all widgets in the currently active dashboard temporarily, so you can compare your dashboard metrics across different teams and different reporting periods quickly and easily.

When you've finished, just simply click on revert or navigate away from your selected dashboard and all changes will be reverted.