Conversation View

Displays all the conversation activities (chat/voice transcripts, forms filled, etc. ) and provides a media player for playback of call recordings on one screen. Interaction history can be filtered based on channel. It helps Quality Evaluators to conduct thorough evaluations.

It enables comprehensive reviews by providing access to all available conversation content in one place. Below are the functionalities of Conversation View.

1. Role-Based Functionality:

Quality Managers:

Quality Managers can review conversations themselves or assign them to an evaluator for assessment. The following options are available:

• Assign to Evaluator: Quality Managers can assign a conversation to an evaluator, select an appropriate questionnaire, set a due date, and configure reminders for timely completion.

• Review Conversation: This option allows Quality Managers to directly evaluate interactions without assigning them.

Quality Managers can also apply filters to narrow down conversations by type (chat, call, or all), ensuring focused and efficient reviews.

Evaluators:

Evaluators can only access and review conversations assigned to them by Quality Managers. Their interface is streamlined, allowing them to view the conversation details and complete evaluations using the assigned questionnaire.

2. Conversation Content:

The Conversation View pane displays all available interaction details, depending on the type of conversation. Content includes:

• Chat Messages: Full message history between the customer and agent, presented in an organized format.

• Call Recordings: Audio recordings of calls, allowing reviewers to analyze verbal interactions.

Whatever content is associated with a conversation (e.g., attachments, notes, screen recording, etc.), it will be available in this pane for review. This ensures that both Quality Managers and Evaluators have equal and comprehensive access to all relevant data.

3. Filters and Navigation Tools:

The interface provides tools to simplify the review process:

• Conversation Type Filter: Users can filter interactions by type (chat, call, or all) to focus on relevant conversations.

4. Integration with Questionnaires:

The Conversation View integrates seamlessly with the evaluation process:

• Evaluators can access and complete the assigned questionnaire alongside the conversation details within the same interface.

• Quality Managers ensure that evaluators use the correct questionnaire for the interaction under review.

5. Streamlined Evaluation Workflow:

The Conversation View is designed to provide all necessary tools and information in a single interface. Quality Managers can assign, monitor, and review conversations efficiently, while Evaluators can focus on conducting and submitting evaluations without needing to switch between systems.