Webcoach is a contact center cloud quality monitoring solution for coaching and training of your agents. It allows users to evaluate Odigo recordings and other interactions based on customizable evaluation forms. It provides an effective quality management tool to improve quality of agents, drive performance & increase customer satisfaction.
Extensive search capabilities based on all Odigo metadata. Replay recordings and create standard search filters. Add comments in segments of recordings to prepare a coaching session or just start an evaluation or calibration session on the fly.
Create multiple evaluation forms to (self-)evaluate calls and other interactions. Set QM targets to monitor the evaluation process. Calibrate with other evaluators. Share results with agents so they can improve their performance.
Share useful insights with your team. Create detailed reports per agent, per team of all agents. Store settings to share your predefined, ad hoc or scheduled reports to inform and engage other users and non-users.
