QEval defines a bad call as a scenario, where agent didn’t perform up to the mark during evaluation. Such calls are placed under bad call category. There are various conditions where a call made by agent is termed as a bad call.
- Condition 1– If a particular category falls under Autofail.
- Condition 2– If the total score of the category is less than 50%
- Condition 3-If Supervisor rates the call as bad call during evaluation.