Open interactions for review

Agent Connect provides several ways to open an interaction for review. All of the listed methods open the New QA Review page.

• The Stream — Click Review below any interaction on the Stream to review that interaction. This method encourages real-time QA and provides a process for calling out positive feedback and development opportunities as soon as they are identified by your customers.

  
  Note: If your CRM is not integrated with Agent Connect, the interaction ID, interaction link, and transcript are not available to Agent Connect. In this situation, opening a review from the Stream results in an empty New QA Review page. If your CRM is not integrated, Medallia recommends that you identify tickets for review directly in your CRM, and then use the manual-selection method of opening reviews.

  You can also allow Agent Connect to open a random interaction for a specified team member on the Stream:

  1. Click any team member shown on the page, then click Review Random.

  2. Apply filters to the list of the team member's most recent interactions, if needed.

     For example, you might want to exclude billing tickets, or you might want to focus on negative feedback for coaching.

  3. Click Review Random to open a random interaction for the user.

  

• Interactions page — In the navigation bar, select QA > Interactions to view a filterable list of interactions. This page lists all of the interactions from your source system, even those without customer feedback. Use the filters at the top of the page to limit the interactions displayed, then click Review to open a specific interaction for review.

  
  Note: You may see additional filters based on your integration.

• New QA Review page — If you know the ID of the interaction you wish to review, and you do not need to search for it, you can click QA > New Review to immediately open the New QA Review page. Enter an Interaction ID into the provided field to populate information about that review.

  

• QA Assignments page — If your company assigns reviews on a schedule, open the QA Assignments page (QA > Assignments) to begin your reviews. You will see a progress bar indicating how many reviews remain in your assignment, and you can click Review to start the next one.

  

  See Assignments to learn more about configuring review assignments.

Review interactions

All interaction reviews happen on the New QA Review page. Depending on how you opened the interaction for review, some of the information might already be present.

Make sure that the Interaction ID and Team Member fields have values, then select a Scorecard to display pre-determined questions on the right side of the page.

When you are ready to start the review, click Start review. You will be presented with several sections containing information about the interaction and allowing for your feedback:

• Interaction Details — This section provides important context about the interaction, including handle time, tags, and contact reason.

• Transcript — Here you can find a text transcript for text-based interactions or an audio timeline for recorded voice interactions.

• Annotations — Any annotations you make to the transcript will appear here. You can add annotations directly to the transcript or within the audio file by highlighting text in the transcript or a span of time on the audio timeline. Once you do that, an "Add Annotation" box will appear on the top right, giving you space to add comments and emojis.

• Scorecard — The name of the selected scorecard will appear at the top of this section. Each question in the scorecard provides input fields for you to score the interaction. After selecting an answer, a text box will appear for additional comments.

  

• Chat — Chat threads allow reviewers to communicate with reviewees or their team leaders for coaching, answering questions, or resolving disputes. You can mention the reviewee or any team leader with "@<name>" to send them a chat notification.

  

  Users are notified by email when they are mentioned in a chat thread. The email includes a link to the review message, where that user can participate in the discussion. After the first time a user is included in a message thread, that user receives new notifications whenever a new message is added to the thread.

Additional options

Several options are available at the top of the review page:

• Hide reviewer name — When on, your name is hidden in the review. Use this option if you do not want the team member to know who reviewed the interaction.

• Count toward score — When on, this review will be used when calculating the overall score for an assignment. When off, the review is used only for team member motivation and coaching.

• Discard — Click Discard to abandon the review completely without saving a draft.

• Save Draft — Click Save Draft to save an incomplete review, or to wait to notify the team member of a completed review. This is useful if you would like to complete several reviews before notifying the reviewees.

• Complete — Click Complete to finalize the review and notify the reviewee (if notifications are enabled). This button only appears after all scorecard questions have been answered.

• Next — If you are working through an assignment, you can click Next to complete the current review and move on to the next one. This button only appears after all scorecard questions have been answered.

When you are finished with the review, click Complete.