Agent Role
Access and capabilities for agents
Agents have limited access focused on viewing their own call performance.
What Agents Can Do
- View Call History: See your evaluated calls with summaries and dates
- Read Feedback: Understand why calls passed or failed
- Profile Settings: Update your name, password, and profile picture
What Agents Cannot Do
- View the Dashboard or team-wide statistics
- See full call transcripts (summaries only)
- View other agents' calls
- Edit quality criteria, workspace settings, or instructions
- Delete or evaluate calls
- Add or remove team members
Extension Requirement
Agents require an extension number — it links your calls to your account. Contact your supervisor if your extension is incorrect.
Using Evalua as an Agent
- Check the History page regularly for new evaluations
- Read feedback on each call to understand what was met or missed
- Look for patterns in your performance
- Talk to your supervisor if feedback is unclear or you believe an evaluation is incorrect