Start a QA session

There are a few ways in which to start a ticket review session:

  1. You can live-review a piece of feedback directly from the stream.

  2. You can filter for specific interactions and "review random"

  3. Start a new review and populate the information yourself.

  4. You can utilize our Assignments feature for organized review sessions.​

Start a New Review From the Stream

Agent Connect QA offers the ability to initiate a QA review from a piece of feedback on the stream. This encourages more real-time QA, and provides a process for calling out positive feedback and development opportunities as they are identified by your customers.

image of the start review link on the stream

In an integrated state, initiating a QA review off of a piece of feedback from the stream will launch a new QA review form, with the details of the feedback pre-populated.

example of a new QA review

Once you've reached the New QA Review page and the interaction details are populated, choose a scorecard to utilize from the drop down list. You can also change the team member you want to review, if there are more than one on the ticket.

example of selecting a team member

Then, click "Start Review" on the top right corner and you're good to go!​​

example of selecting a scorecard

Randomize Review Selection from the Stream

Agent Connect QA offers the ability to randomly select interactions using stream filters, allowing you to find interactions to review without bias. This feature also encourages real-time QA reviewing, even for feedback without a customer response, and helps to ensure bias is not a factor when reviewing interactions.​​

example of a randomized selection

First, use the filters on the stream to select any specific qualities you want your ticket types to contain. You may not want to include billing tickets, for examples, or prefer to focus on negative feedback.

Then, once you have filtered, click the recent interaction bubble of the team member you'd like to review, and click "Review Random" on the top right.

This will populate a new review page with the random ticket's information. Don't forget to choose your scorecard before you begin!

New Review

Clicking the QA button in the navigation bar will also have an option called "New Review."

image of the new review button in the navigation bar

This is best utilized when you have a specific interaction number you know you want to review, and don't need to go find it or randomize it. This is also the best option for our users using manual survey sending.

With "New Review" - a review page will open blank. Simply populate the interaction ID and choose your scorecard and you're ready to begin.

New QA Interactions Page

A new way to launch a QA review! The QA Interactions Page will list all of the interactions from your source system, real-time and filterable, whether or not there was customer feedback related to the interaction.

image of the interactions page

QA assignment

Agent Connect QA offers the ability to assign reviewers QA completion targets based on customized criteria. This enables clients to easily keep track of QA progress, and also helps to ensure that QA is done as close to real-time as possible by limiting assignments to a rolling 7-day lookback period. Similar to our randomize review from the stream feature, our assignments feature helps eliminate bias in the QA review process by selecting an interaction to review on behalf of QA reviewers. ​

Our assignments feature is only available to customers who are integrated with their CRM.

To learn more, see Assignments.