Agent Performance | How Atmos Call Recording Provides Agent Evaluation

Atmos call center agent performance software screenshot

Next-Level Agent Performance Evaluation

Atmos by CallCabinet call recording logo

In the past, contact centers conducted agent evaluation by listening in on a small sampling of calls (generally less than 2%) in the hope that they would be representative of an agent’s total performance. Now, CallCabinet’s Atmos call recording and advanced voice analytics applications allows supervisors to see 100% of an agent’s performance picture.

Vital Business Intelligence Features

Understanding and evaluating agent performance is essential for call centers looking to improve conversion rates, quality assurance, response times, customer experience, and compliance. The Atmos platform goes well beyond call recording to provide a robust and comprehensive toolkit of invaluable agent evaluation features.

Screenshot of Atmos agent evaluation dashboard.
  •  Custom Reporting
  • Workforce Performance Analysis
  • Agent Screen Capture or Screen Recording
  • Custom Agent Scorecards
  • Call Quality Assurance
  • Content and Emotion Driven Analytics
Icon for Atmos custom reporting features.

Custom Reporting

Atmos comes ready with a variety of helpful report inquiries to assist in evaluating agent performance. Additionally, Atmos allows supervisors to define their own criteria and create reports based on the KPIs that are most relevant to their business and industry. Agent performance can be evaluated for time on call, script adherence, disposition rate, first call resolution, compliance, and more.

Icon for Atmos workforce performance analysis

Workforce Performance Analysis

Regardless of individual agent performance, your overall call center agent performance is going to rely upon how your entire workforce adheres to your scripts and policies. Atmos’ data-rich analytics allow you to evaluate agent performance manually or automatically. You can measure agent performance individually or against others, reveal gaps in skill, identify performance trends, and gain vital insight to guide your decision-making and coaching processes.

Icon for Atmos agent screen capture and recording.

Agent Screen Capture and Recording

Hearing what an agent says only provides part of the performance picture. For greater context, Atmos also allows supervisors to see what agents are looking at on-screen during their calls. Screen recordings are synched with audio so that agent performance can be monitored and evaluated holistically.

Icon for custom agent scorecards to improve agent performance.

Custom Agent Scorecards

The most straightforward way to evaluate agent performance is to measure how well they adhere to company policies. Our visually intuitive Score Card Creator allows supervisors to easily design scorecards that weigh performance against customer service standards and policies to determine how well agents follow the rules.

Icon for call quality assurance.

Call Quality Assurance

The Atmos QA Supervisor provides supervisors with a 360º view of your company’s call experience. Just like your customer, your agent has a call journey, and Atmos unleashes the same analytical power on both sides of the call. Using the Atmos QA Screen, supervisors can view and listen to the call, see the agent’s desktop which is synched with the audio, see notes taken by the agent, add notes to the call , and score agent performance evaluations.

Learn about extending Atmos capabilities with our innovative QA tools

Performance Evaluation Analysis for Training

Enhancing call center performance is part of every manager’s wish list. Fortunately, Atmos’ rich, AI-driven voice analytics allow supervisors to mine call recording data for a wealth of real-world materials that can be used in training new agents and improving agent performance.

Evaluating Call Sentiment

Icon for evaluating call sentiment through Atmos AI-analytics.

Atmos’ AI-driven voice analytics not only show what’s been said on a call, it can also reveal what was felt. The Atmos AI uses speech pace, tone, and word choice to fill in the emotional context behind what is said by both customer and agent.

Agent Performance Breakdowns

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The ability to apply sentiment data to a call not only allows calls to be filtered for specific emotional content, but also allows them to be dissected this way. Track changes in sentiment throughout the course of a call to show agents and trainees exactly where a call goes awry, or how a sale was made. The Agent Performance Application uses AI to classify how an agent responds during a call and breaks down in detail specific KPIs that aid in improving the Net Promoter Score.

Setting Agents Up for Success

Icon for Atmos' agent performance evaluation and AI tools can create best practices.

Agents perform best when they know what’s expected of them. Atmos’ agent performance evaluation and AI Applications can be used to create best practices, show trainees how to implement them, and how calls can break down when policies aren’t followed. Agents and trainees will also be motivated by the level of complete scrutiny Atmos provides to perform more consistently and compliantly.

Learn more about the features of Atmos

Industry Recognition

Proud recipient of these awards from respected industry associations.

CallCabinet receives ITExpo 2015 Best in Show Award
CallCabinet receives TMC 2018 Cloud Computing Excellence Award
CallCabinet receives TMC 2017 Contact Center Technology Award
 CallCabinet receives 2017 Internet Telephony Product of the Year Award
CallCabinet receives 2016 ITExpo Best in Show Award
CallCabinet receives TMC 2017 Communications Solutions Product of the Year Award
CallCabinet receives TMC 2020 Unified Communications Product of the Year Award
CallCabinet receives 2020 Internet Telephony Product of the Year Award
CallCabinet receives 2020 Internet Telephony Product of the Year Award
CallCabinet receives TMC 2021 Unified Communications Product of the Year Award
CallCabinet receives 2021 Internet Telephony Product of the Year Award
CallCabinet receives TMC 2019 Contact Center Technology Award
CallCabinet receives TMC 2016 Communications Solutions Product of the Year Award
CallCabinet receives 2016 Internet Telephony Product of the Year Award
CallCabinet receives TMC 2018 Cloud Computing Security Excellence Award
CallCabinet receives 2015 Internet Telephony Skype for Business Pioneer Award
CallCabinet receives 2019 Hosted VoIP Excellence Awards
CallCabinet receives TMC 2019 Communications Solutions Product of the Year Award
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