Frequently Asked Questions
Common questions and answers about Evalua
General
What is Evalua?
An automated QA platform that transcribes and evaluates phone calls against your quality standards.
How long does it take to evaluate a call?
Typically 2-5 minutes after the call ends.
Do I need special equipment?
No. Evalua works with your existing phone system as long as calls are being recorded.
Account & Access
How do I log in for the first time?
Check your email for an invitation link from Evalua. Click it and set your password.
I didn't receive my invitation email
Check your spam folder. If it's not there, ask your supervisor to resend or copy the invitation link.
Can I change my email address?
| Role | Access |
|---|---|
| Admins | Yes, in Settings → Profile |
| Agents | No — contact your supervisor |
Roles & Permissions
What's the difference between Supervisor and Agent?
Supervisors can configure settings, manage criteria, view the dashboard, and manage the team.
Agents can view their own call results and manage their profile only.
See User Roles for details.
Can I have multiple roles?
No, one role per workspace. A Supervisor can change your role if needed.
Why can't I see the Dashboard?
The Dashboard is only available to Supervisors.
Do I need an extension number?
| Role | Required? |
|---|---|
| Agents | Yes — links your calls to your account |
| Supervisors | Only if you personally take calls |
| Provisioned Agents | Yes — that's their purpose |
What's a Provisioned Agent?
An extension-only user without login credentials, used for tracking calls by extension. See Provisioned Agent Role.
Call Evaluations
Why isn't my recent call showing up?
It may still be processing (2-5 minutes), the call may not meet minimum duration, auto-evaluation may be disabled, or your extension may be incorrect. Check Settings → General and Settings → Team.
Can I see call transcripts?
| Role | Access |
|---|---|
| Supervisors | Yes |
| Agents | Summaries only |
What do the colors mean?
- Green (Pass): Met all criteria
- Amber (Review): Has uncertainties
- Red (Fail): Didn't meet standards
- Grey (Unevaluated): This means this call is pending a manual request to evaluate.
The evaluation seems wrong — what can I do?
The AI tries its best to grade calls accurately, but sometimes the instructions and knowledge documents need additional context. Tweaking them should fix most issues.
Quality Criteria
How many quality criteria should I create?
Start with 5-10, test them, then expand gradually.
What's the difference between Overview and Feedback documents?
Overview: Extracts specific information (agent name, customer name, etc.) Feedback: Defines pass/fail quality standards (agent must greet customer, etc.)
See Setting Up Quality Criteria.
Do changes to criteria affect old evaluations?
No. Changes only apply to future evaluations. Unevaluated or failed calls can be evaluated again with updated criteria.
Why do I have both Instructions and Quality Criteria?
Instructions provide general business context. Quality Criteria define specific pass/fail rules. They work together.
Team Management
How many team members can I add?
Depends on your workspace settings. Check with your account administrator.
What happens to calls when someone leaves?
Past call data remains. They lose access to the workspace.
Technical Issues
The page isn't loading
Refresh your browser, clear cache, try a different browser, or log out and back in.
Numbers on Dashboard don't match History
Check for different time periods, applied filters, or try refreshing.
Still Need Help?
Head on over to our contact page and get in touch.