Easily create customer and agent interaction evaluations that measure based on your businesses unique key performance indicators. In the process of completing an evaluation, each question receives its own score that contributes to the overall total. Any questions receiving a score at or below the low threshold automatically prompts Encore’s eCoaching. Assignments accumulate in a queue until the evaluation is complete, at which time all necessary assignments are approved by the manager and sent to the agent. Evaluations and automated eCoaching generate personalized agent training lists, without any additional steps for managers.