Quality Assurance /Quality Management Forms
Expertflow Conversation Studio defines rules about which Conversations to be scored. A special node in the workflow builder will mark Conversations to be scored to route to supervisors of a certain skill. It allows defining the frequency and marking the conversations to be scored depending on different criteria such as:
One Conversation per agent per day for a beginner ( a tag on the agent profile),
Only once every three days for experts ( a tag on the agent profile).
All conversations of an agent or a queue or a certain percentage
@a user should it be routed to the supervisor or a supervisor's queue? or the Pull option should be available for the Supervisors? Is the score/rating of an agent going to be stored in Conversation data? Can we use such conversation data to make routing decisions such as checking a previously low-rated agent or dissatisfied customer(PCS or tag added by sentiment analysis) and routing their recent conversation to the supervisor to rate?
Expertflow provides flexibility in defining different QA Forms for different skill groups which only authorized Supervisors or AI bots can access to evaluate an agent’s performance during an interaction with the customer across any channel.
Such QA surveys can also be scheduled using Scheduler.
When Supervisors log in, they will see the to-be-scored conversations in pull-mode. When they click on a Conversation, the Conversation Studio will push a survey form to them. Two Supervisors or a Supervisor, and an AI bot may evaluate the same Survey on one Conversation.
Quality Assurance Automation
QA automation involves using Generative AI for the following purposes:
To interpret QA Form questions,
Generate responses from any source such as:
Email or chat transcript
Text transcript of recorded voice call (generated by using Speech-To-Text bot)
Translate from one language to another language (if required)
Fill out the QA Form.
Expertflow Conversation Studio can push any Conversation or a recorded file to a third-party AI bot through the Expertflow Media Server.
Conversation Explorer
Filters
Review