Agent Connect clients that are not integrated with their CRM can still use our QA product. However, certain QA features rely on information about the interaction provided as part of a CRM integration. As a result, these features are not recommended for use in a manual state. ​​

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.

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. However, in a manual state we will not have access to the interaction id, interaction link, or transcript, which means that initiating a review from a piece of feedback on the stream will result in an empty review form.

For Agent Connect clients in manual mode, rather than launching reviews off of pieces of customer feedback on the Stream, we recommend initiating your QA review flow from your ticketing system. You should be identifying the interactions to review outside of Agent Connect and using our new review action to initiate your flow within Agent Connect. ​​

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.​​

Similar to initiating a piece of feedback from the stream, using this feature in a manual state will result in an empty review for.

We suggest for customers in a manual state that still want to do randomized reviewing, to randomly select an interaction from your ticketing system to review before initiating your flow using the new review action from the QA dropdown.

QA assignment

Agent Connect QA offers an ability to assign reviewers QA completion targets based on customized criteria. This enables clients to easily keep track of QA progress, and also helps ensure that QA is done as close to real-time as possible by limiting assignments to a rolling 7-day look-back 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. Contact your CSM to learn about getting integrated in order to use this feature or learn more about the feature in Assignments.

Best Practices in a Manual State

As a reminder, for Agent Connect clients in manual mode, we recommend initiating your QA review flow from your ticketing system. You should be identifying the interactions to review outside of Agent Connect and using our new review action to initiate your flow within Agent Connect.

Manual or not, we still recommend doing QA as close to real-time as possible. Use QA as a coaching opportunity with the ability to review an interaction and add annotations without a score.

Get the full benefits of QA

To get the full benefit of our QA product, reach out to your client services manager to learn more about getting integrated.