Datasheet

Designs a customizable questionnaire to standardize the assessment of agent interactions. A well-designed questionnaire is critical for establishing uniformity in performance evaluations. It ensures all agents are assessed on the same criteria, eliminating personal bias and focusing on measurable competencies such as communication, adherence to compliance standards, and problem-solving skills. A questionnaire also acts as a benchmark for tracking progress and identifying areas that require improvement.

Displays a detailed list of all conversations, offering comprehensive filtering options such as Start and End Date & Time, Agents and Teams, Direction, Wrap-ups, and Duration. Each conversation entry includes metadata like participants, reviews, and wrap-up codes. Clicking on a conversation, Quality Managers are lead to the Conversation View, providing a detailed view of agent-customer interactions.

Enables managers to plan and automate the scheduling of periodic evaluations for agent-customer interactions. Managers can configure review schedules based on criteria such as selection of specific Questionnaires, Reviewer(s), Agent(s) or Team(s) to be reviewed, call duration, direction, and wrap-up codes, with deadlines and reminders ensuring timely completion of reviews.

Allows Quality Evaluators to manage reviews assigned to them. Evaluators can view, filter, and start reviews from the Reviews Screen. It also acts a central dashboard for Quality Managers to view all currently assigned reviews and their statuses. The screen displays details such as the agent to be reviewed, assigned reviewer, questionnaire, and review status.

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.