When reviewing a ticket, most of the details will be in the scorecard you are scoring from. However, there are different features within a QA Ticket Review to help really drill in to the details and provide areas of growth for your team. Below are the different features:

Unless creating a new review based on the interaction ID, your reviews will automatically populate this information for you. You'll need to select which scorecard you plan to score off of before you can start your review.

Here you will also see a preview of the transcript, but you can't start until you click "Start Review" which will highlight in green once you've chosen your scorecard.

Transcript and Annotations

The Agent Connect QA Review page will pull of the transcript of the interaction on the left, separated clearly by customer and team member. Here you can read through the journey of the interaction.

You can easily add annotations directly to the transcript or within the audio file by highlighting over the words or seconds you'd like to comment on. Once you do that, an "Add Annotation" box will appear on the top right, giving you space to add comments and emojis.

Scorecard

On the right side of the screen, you can access the specific sections of the scorecard you have chosen to score from. Each question will expand when clicked on to add comments or more details. Click the answer from the options per section and add comments or emojis.

Review Options

Once you have answered each section of the scorecard, you'll focus on the top right options above the review.

Hide Reviewer Name: This allows you to hide your name from the review should you prefer to be anonymous.

Count toward score: This can help dictate if you want this particular ticket review to count towards their overall score for that assignment, or if you'd prefer this was just a coachable, but not recorded moment.

Discard:

Allows you to discard the review should you decide not to complete it

Safe Draft: We offer an option to save a review as a draft if you didn't complete it, or if you want to wait to notify the team member. If you have email notifications turned ON, team members will get notifications of a ticket review as soon as it is completed. Should you want to complete 10 at a time before notifying them, you'll want to safe them as a draft.

Complete: This completes the review, counts it towards their score and sends the team member a notification. You can always edit the review even after you've completed it.

Completed Reviews

Once a review is complete, you will be taken to the Dashboard, which shows you completed reviews and drafts that you and your team have completed.