For Agents: Viewing Your Own Results

This section is for contact center agents who want to view and understand their own QA evaluations.

9.1 What Agent QA Means for You

• Your data is filtered to you. When you log in, you only see your own interactions. Other agents cannot see your evaluations. Your supervisors and QA managers can.
• Scores are based on defined, consistent criteria. Each evaluation uses the same parameters for everyone on your team, so scoring is objective.
• The goal is coaching, not punishment. Agent QA surfaces specific, actionable feedback so you can improve in targeted areas.

9.2 Viewing Your Evaluations

1. Log in to Ema at app.ema.co
2. Navigate to your Agent QA AI Employee
3. Click the Audit tab

You will see a list of your evaluated interactions with Interaction Details, Duration, QA Status, QA Score, and Date.

9.3 Reading Your Scorecard

Open an interaction and click the Scorecard tab:

• Result -- Pass (green), Fail (red), or N/A (gray)
• Parameter name and category -- What was being evaluated
• Pass/Fail instruction -- The evaluation criteria used for this parameter
• Rationale -- A detailed explanation of why it passed or failed. Read this first.
• Verbatims -- Click the "Source" accordion to see the exact transcript excerpts used as evidence

9.4 Understanding Your Score

Your score is calculated as: (Passed weight / Applicable weight) x 100

• Parameters you pass contribute their full weight
• Parameters you fail contribute 0
• N/A parameters are excluded entirely

9.5 Strengths and Opportunities

Strengths Tab -- Highlights what you did well, with each item showing the Driver, Category, and a Key Insight justification. Use these to understand what is working so you can keep doing it consistently.

Opportunities Tab -- Identifies areas where you can improve, with each item showing the Driver, Category, and a Key Insight justification with coaching recommendations.

9.6 Additional Data in Your Evaluation

9.7 Questions About Your Evaluation