Opening interactions for review

Agent Connect provides several ways to open an interaction for review. All of the listed methods open the New QA Review screen, where you perform the review.

• Live review from the Stream — Click Review below any recorded interaction in Customer feedback and the Stream to review that interaction. This encourages real-time QA, and provides a process for calling out positive feedback and development opportunities as they are identified by your customers.

  

• Random selection from the Stream — Random selection allows you to find interactions for review without bias. First, use filters to narrow the interactions displayed in the Stream. For example, you might want to exclude billing tickets, or you might want to focus on negative feedback for coaching. With the Stream filtered, click a Team Member's picture above the results to show a summary of that Team Member's interactions that match your filters, and then click Review Random.

  

• Interactions screen — In the navigation bar, select QA > Interactions to open the Interactions screen. This screen lists all of the interactions from your source system, even those without customer feedback. As needed, use the filters at the top of the screen to limit the interactions displayed, and then click Start Review to open a specific interaction for review.

  

• Manual-selection in the navigation bar — If you know the specific interaction number of the interaction you want to review, in the navigation bar select QA > New Review. The New QA Review screen appears, but is empty. Enter the Interaction ID to populate the screen with information about that interaction.
• Assignments screen — If your company is using assignments to schedule interactions for review, in the navigation bar select QA > Assignments to see all of the assignments for which you are a selected reviewer. On the Assignments screen, click Review next to an interaction. For more information about creating assignments, see Assignments.

Reviewing interactions

All interaction reviews happen on the New QA Review screen. Depending on how you opened the interaction for review, some of the information for that interaction might already be present. Make sure that the Interaction ID and Team Member fields have values, and then select a Scorecard. Scorecards determine how you will conduct the review and ensure that reviewers use the same criteria when reviewing interactions.

Selecting a scorecard displays the questions for that scorecard on the right side of the screen. For example, the interaction in the image below was a telephone interaction, so the review requires the Phone scorecard. When you are ready to start the review, click Start review.

Clicking Start review opens the interaction for review, and presents several sections for your information and review feedback.

The Interaction Details section provides the context you need to perform the review. For example, understanding the Tags applied to the interaction might direct your focus to specific pieces of the interaction. If you want to see the full interaction, click the Interaction URL link.

Below the Interaction Details section is the transcript of the interaction between the customer and your Team Member. Because the example above was an interaction over the telephone, the transcript includes an audio playback of the conversation.

Add annotations to the review by selecting text or sections of the voice playback, and then entering your annotation in the Annotations section.

Under the Annotations section is the scorecard section, named according to the scorecard selected for the review. The review in the example above is using the Phone scorecard. For each question in the scorecard, click an answer. Some questions might only have Yes and No answers, while others might have more granular answers available. For the questions in the scorecard above, the reviewer can select Exceptional, Demonstrated, or No. After clicking an answer, a text box opens for additional comments that can be used for motivation or training.

Message threads allow for communication between QA reviewers and Team Members, such as for coaching, answering questions, or to facilitate a dispute regarding review results. Click the speech-bubble icon at the top-right side of the window to toggle the Messages panel open and closed. To mention the name of a specific person, type @ and the person's name. In the following image, for example, the reviewer mentioned Brian Ma to start a discussion.

You can mention any Team Leader or Admin in a message. For Team Members, however, you can mention only the Team Member associated with the interaction being reviewed. Users mentioned are notified by email about the mention. That 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, even if that user is not mentioned.

As you review the interaction, use the following options at the top of the screen as needed, and then click Complete:

• 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 is used when calculating the overall score for a review assignment. When off, the review is used only for Team Member motivation and coaching.
• Complete — Click Complete to complete the review. Completed reviews are visible to the Team Members involved in the related interactions. If notifications are turned On for QA reviews, Team Members are notified by email when their interactions are reviewed. For more information, see Email notifications for QA.
• Safe Draft — Click Save Draft to save an incomplete review, or to wait to notify the Team Member of a completed review. For example, you might want to complete several reviews before notifying Team Members.
• Discard — Click Discard to abandon the review completely. Agent Connect does not save a draft of discarded reviews.

After you complete or save a draft of a review, Agent Connect displays the QA Dashboard, which shows completed and draft reviews for you and your team.