Conversation View

Access full conversation content, including both conversation activities and conversation data, in a single, structured interface. The Conversation View component enables Quality Managers and Evaluators to review assigned interactions, complete evaluations using the attached evaluation form, and check agent performance with context-rich data.

Note: Conversation view is channel-agnostic and supports all Expertflow CX channels. Currently, the WebChat, Voice (CISCO UCCE), and Email channels have passed QA.

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 evaluation form, 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 evaluation form.

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 and video recordings of calls, allowing evaluators to analyze verbal interactions.

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 Evaluation Form:

The Conversation View integrates seamlessly with the evaluation process:

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