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Quality Assurance System
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New Evaluation
Agent Scorecard
New Call Evaluation
Every evaluation is saved directly to the Google Sheet.
—
Agent Name
Client
Call Date
Customer Name
Customer Number
Handling Time (minutes)
Fully understood the customer?
Yes
No
Professional at all times?
Yes
No
Documented case properly?
Yes
No
Displayed knowledge handling the customer?
Yes
No
Action taken within working hours?
Yes
No
Critical Error (CE)
No
Yes
Comments / Feedback
Save Evaluation
Month
Agent Trend
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Agent
Avg Score
vs Prev Month
Calls
Status
Agent Comparison — Selected Month
Trend Over Time
Criteria Breakdown — Team (Selected Month)
Target Met Distribution — Selected Month