How It Works
Understanding Evalua's automatic evaluation process
Evalua operates automatically, analyzing calls without manual intervention.
The Process
1. Call Recording
Your existing phone system records calls automatically.
2. Transcription
After the call ends, Evalua converts audio to text, labeling each speaker (agent and customer).
3. Analysis
The system reviews the transcription against your quality criteria — checking required questions, procedures, and standards.
4. Evaluation
Each call receives a status:
- Green (Pass): Met all or most criteria
- Amber (Review): Has uncertainties, may need manual review
- Red (Fail): Did not meet quality standards
5. Results
You receive a report with the full transcription, analysis of each criterion, specific feedback, and an overall summary.
Timeline
The entire process happens within 2-5 minutes of the call ending. Results appear in your dashboard and history automatically.
Accuracy
Evalua evaluates based on your specific quality criteria and business instructions — not generic templates. As you refine your criteria, evaluations become more precise.