AES employs a Rubric Score system for assessing their live agents' performance. Previously, they managed to evaluate less than 1% of over two million calls each year. To improve this, we implemented an AI-based solution that analyzes the transcripts of calls to assess performance. This AI approach not only offers more consistent and unbiased scoring but also delivers evaluations just 5 minutes after the call, ensuring almost immediate feedback.

Below are the key wireframes I created for the Agent Evaluation Dashboard.

Key Wireframes