Agent Sensei - AQM (Agent Quality Monitoring)
AgentSensei is an advanced AQM(Agent Quality Monitoring) platform built to give businesses a 360° view of agent performance. By analyzing customer interactions across voice, chat, email, social media, and video, it delivers a unified perspective on service quality.
Powered by AI-driven NLP and speech models AgentSensei enables deep insight queries and transforms raw conversations into actionable intelligence. Instead of relying on limited manual evaluations, the system provides real-time insights, automated scoring, and comprehensive quality metrics.
With AgentSensei, supervisors can pinpoint training needs, recognize top performers, and optimize engagement strategies that directly impact customer experience. Acting as a central hub for all quality-related analytics, it empowers organizations to drive higher efficiency, compliance, and customer satisfaction.
Agent Sensei consists of
- AQM Scorecard form - To create scorecard for evaluation/feedback.
- AQM Dashboard - To display the statistics and analytics of the scores.