QA Review page header

The header of the QA Review page shows the team member being reviewed and contains a few useful options:

• Hide reviewer name — Select this checkbox to hide your name on the completed review, if needed.

• Count toward score — Keep this checkbox selected if you want this review to count towards the agent's overall score, which applies to all areas of the application (QA Dashboard, average scores, any associated QA assignment, or any other context). Deselect it to simply use this review for coaching without impacting the agent's score.

• Discard — Click this button to discard any progress you have made in the review, so that it can be started again later.

• Save Draft/Complete — Click Save Draft to save your current progress so that you can complete the review later. When finished, click Complete to complete the review and make it available for auditing.

Interaction details

The Interaction Details section lists basic identifying information and metadata about the interaction being reviewed, including any custom properties applied for your organization.

The standard attributes depend on your integration. The example above shows two standard attributes ( Interaction ID and Interaction URL) and several custom properties from the Medallia Experience Cloud integration.

Depending on what custom properties you are sending to Agent Connect and your company's QA policies, the attributes listed here can establish important context that can affect the way you score the interaction.

Topics & sentiments

The Topics & Sentiments section is shown for organizations integrated with Medallia Experience Cloud. The Text and Speech analytics feature in Experience Cloud analyzes transcripts to identify moments of positive or negative sentiment and passes the information to Agent Connect to populate an interactive widget in QA Reviews.

The widget will list each of the major topics in the interaction, and will provide links to listen to positive and negative snippets of the conversation related to each topic.

To learn more about how this works in Experience Cloud, see Speech and Text Analytics.

Transcript or call timeline

For chat interactions, the Transcript section shows the conversation just as it may appear in a chat app, allowing you to read through all messages in order. You can highlight text to save as an annotation for discussion, or to call out important messages in the chat.

For phone interactions, you will see the Call Timeline section instead. This section shows an audio timeline highlighting when the agent or customer is speaking, and you can use the audio player controls beneath the timeline to listen to the recording.

On the Annotations line, you can highlight any portion of the audio to save as an annotation for discussion, or to call out important moments of the call.

Annotations

The Annotations section contains any text or audio annotations you have saved from the chat transcript or call timeline. You can use annotations to save particularly important moments in an interaction, which can make coaching sessions more efficient and targeted.

A chat annotation will include the highlighted text and any comments you add:

An audio annotation will note the time range of the highlighted audio, with a Play button allowing you to listen to the audio snippet.

Scorecard

The Scorecard section is where you will score the interaction by responding to a series of questions about the team member's performance and adding notes where needed. The questions shown here will depend on the scorecard you selected before beginning the QA Review.

To learn about creating and editing scorecards, see Scorecards.

Chat (message thread)

In the Chat section, you can communicate asynchronously with the team member or other users. Here, you can tag other users with the @ symbol and post messages that will remain attached to the QA Review record. The message-thread chat box can be used to post updates, questions, or even communicate about disputes.

To learn more, see Message threads