Evaluate agent communication, empathy, professionalism, product knowledge, and active listening — grounded in what actually happened in the conversation, not subjective scorecards.
The traditional approach to agent performance is a scorecard filled out by a reviewer who listened to a handful of calls. It's subjective, inconsistent, and covers a fraction of what agents actually do. Two reviewers score the same call differently. The calls selected for review aren't representative. And agents learn to perform for the audit, not for the customer.
Compass replaces this with evidence-based evaluation across every interaction. Instead of asking "was the agent empathetic?" and hoping the reviewer agrees, Compass identifies the specific moments where empathy was expressed — or where it was expected and absent. The evidence is traceable, consistent, and complete.
When coaching is grounded in specific conversational moments rather than scorecard averages, the conversation changes. Instead of "your empathy score was 3 out of 5," it becomes "in this call at the 2-minute mark, the customer expressed frustration and you moved straight to troubleshooting — here's what a moment of acknowledgment would have sounded like."
That's the difference between abstract feedback and actionable coaching. Compass makes it possible at scale.
The signals below evaluate observable agent behaviors across every interaction. Each one traces back to specific conversational evidence.
