Run evaluations to assess agent performance
An evaluation tests how well your customer service agent answers a set of questions. You give the agent a dataset of questions, the agent responds, and you review whether each response resolved the question. Evaluation results now open from the Evaluations tab on the conversation review page, alongside your real and test conversations.
Available on all Customer Service Management plans.
You need to be a support website admin to run evaluations and review the results.
What an evaluation is
An evaluation is a batch of questions given to your customer service agent as a dataset. The agent answers each question, and the results show you:
The question that was asked
The prompt sent to the agent
Whether the agent resolved or didn't resolve the question
Use evaluations to check the agent's quality before you make changes available to customers, and to spot questions where the agent needs more knowledge or clearer guidance.
Review evaluation results from the Evaluations tab
Evaluation results are part of the conversation review page, so you can review them in the same place you review real and test conversations.
Open the conversation review page.
Select the Evaluations tab. You'll see your evaluation runs listed.
Select a run to open the conversations from that dataset. Each row shows the question, the prompt, and whether the agent resolved it.
Select any conversation to read the agent's full response on the right and assess how it handled the question.
You can also reach evaluation results from the same conversation review page where you monitor real customer conversations. See Review your customer service agent's conversations.
Act on what you find
When an evaluation shows the agent didn't resolve a question, use the result to decide what to improve:
Add or update the knowledge your agent draws on, so it can answer the question next time.
Refine the agent's setup so its responses better match what customers expect.
Re-run the evaluation after making changes to confirm the agent now resolves the question.
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