Article Overview:
Quality Assurance allows users to review the quality of employee conversations with customers and provides a simple method to export the data.
Use Case:
Analyze quality of conversations to better understand the areas of opportunity for your customer facing teams.
How-To Video:
[Coming Soon]
Step-by-Step Instructions:
Select the menu bar (top right)
Click on Quality Assurance from the options
Select date range
Choose between 7 days, 30 days or custom
Select Export
You'll have the option to export as a CSV or Excel file
FAQ:
What metrics are measured to provide the conversation score?
What metrics are measured to provide the conversation score?
The conversation score evaluates customer-agent interactions across four key areas:
resolution status and follow-ups to ensure issues are addressed.
agent performance, including personalized service, clear communication, and proactive support.
customer experience, measuring ease of interaction, satisfaction, and frustration.
operational efficiency, tracking response times, conversation duration, and interaction complexity.