While Quasar wasn't publicly launched until 2012, its life as an in-house tool at King's Telemessaging started in 2010. That means this year will mark a full decade since the first call was scored. The biggest change we've seen in users' needs over that time is a desire for their agents to take a more active role in assessing and tracking their performance. To that end we've begun expanding the functionality of agent logins, and are planning new features in the upcoming year.

The existing agent portal was initially introduced in 2012, shortly after public launch. At that time, it was groundbreaking, but I know the agents I'm hiring now are significantly more tech-savvy than the ones I had then. Our vision for 2020 is to create more avenues for them to get honest, timely feedback. Scoring calls for your agents is only the first step in making positive changes in your customer experience; the second, and arguably most important part is the coaching, correction, and praise to guide them based on those evaluations. Our goal is to simplify and improve the second part of that process as much as we did the first.

If you're currently using the agent portal, there are no plans at this time to discontinue it, it will continue to function the same as it always has for the foreseeable future. However, if you're interested in taking advantage of the new features, we've created a wiki entry on setting up agent logins. The biggest change right now is that agent logins have the ability to do self-evaluations of their own calls. Many companies are finding that self-evaluations are an effective tool to get agents thinking critically about their own calls and helping them identify the small changes that could lead to big improvements.

More functionality will be added to agent logins in the weeks to come, as of right now we're still considering it a beta feature, and as always we're interested in your continued feedback on what would be most useful for you.