Freshworks Quality Coach

During my tenure at Freshworks, I led efforts to build the Quality Coach module for the Freshdesk product. The idea was to let support leads review their agent tickets using a simple scorecard, have a discussion on that and if needed assign a learning path for upskilling the agent.

Scorecards are like customizable forms used to evaluate an agent's performance. With our first MVP, scorecards were manually created and rated, we were also planning to make this smarter by automatically predicting a score using Freddy AI.

If required, Agents and the evaluator can have a quick chat using discussion tab to clarify their doubts and discrepancies.

If an evaluator feels that the agent needs to be upskilled in a particular skill set, they can assign them a learning course and see their progress on it.