Let's first understand, what is a hit?

A negative response in the agent feedback form is considered as a hit. This feedback form is filled by a quality member during the call analysis.

To check Percentage Hits of an agent, follow these easy steps:

  • Click on the Evaluation Tab in the left-side navigation menu.

  • You will land on the 'Evaluation and Coaching Module', where you see the recent evaluation done by quality team of all the agents.

  • Click on the 'Details' option under 'Actions' column. and you will be redirected to another screen.

  • Jump down to 'QA Eval Form Hits For (name of agent)' tab and you will be able to see the agents detailed hits and analyse where he needs to improve.
  • Click on plus sign to see more details'

Check out this detailed video on how to compare check Percentage Hits of an Agent: