Evaluation coverage measures how much of your call volume is being reviewed through formal quality evaluations over a defined time window. It is typically calculated as evaluated calls divided by total eligible calls, and can be tracked by agent, team, queue, call type, or tenure group.
Operationally, coverage matters because it determines how representative your quality insights are. Low or uneven coverage can hide performance issues, create perceived unfairness in coaching, and make QA trends unreliable; higher, consistent coverage improves confidence in scorecards, helps target coaching to the right segments, and supports more stable reporting over time.
