Quality Coach is a customer service quality management feature on Freshdesk that provides a seamless and integrated experience to review and improve the quality of agent interactions and identify skill gaps.
Since many of you showed interest and gave us valuable feedback when we introduced the EAP, we have decided to enable the beta version of Quality Coach feature to all the paid accounts in Forest plan.
You can create scorecards to review agent interactions with customers and get insights on your top performing agents using Analytics.
Try out this feature under Admin->Support Operations->Quality Coach!
Click here to know more about the benefits of this feature and how to set it up in detail.
-Swetha Shiva, Community Manager