Evaluations
How calls are assessed against your quality standards
An evaluation is the result of Evalua analyzing a call against your quality criteria. Each evaluated call receives a status, detailed feedback, and a summary.
Evaluation Statuses
- Pass (Green) — the call met all or most criteria. Generally no action needed.
- Review (Amber) — the evaluation has uncertainties. A supervisor should manually verify.
- Fail (Red) — the call did not meet quality standards. Review with the agent for coaching.
Status is determined by the workspace's quality thresholds, which supervisors configure in Settings.
What an Evaluation Contains
- Overall status — Pass, Review, or Fail
- Criterion-by-criterion analysis — whether each quality criterion was met or not
- Specific feedback — explanations of why criteria were met or missed
- Summary — a brief overview of the call and its results (visible to agents)
- Full transcription — the complete call text with speaker labels (supervisors only)
Automatic vs Manual
When auto-evaluate is enabled in workspace settings, calls are evaluated automatically after transcription completes. This is the default workflow.
Supervisors can also manually evaluate calls that are unevaluated or have failed. This takes 2-5 minutes to process.
How Thresholds Work
Quality thresholds define the score ranges for each status. For example, a workspace might be configured so that:
- 80-100% of criteria met = Pass
- 50-79% = Review
- Below 50% = Fail
Supervisors can adjust these ranges in Settings → General to match their team's standards.