Updated QA reporting

What is it?

We have updated our QA reporting to include more granular insights into how your agents are performing by each scorecard section.

Why does it matter?

This allows Team Leaders to quickly dive into which sections agents excel in, and for which sections agents may require more coaching.

How do you use it?

The reporting will be automatically updated when you access QA Reporting. You can find this updated scorecard breakdown by selecting QA Reporting from the top navigation bar, then clicking the Team Members option at the top of the reporting page. You will see a table with an Overview tab, and then tabs for each of your scorecards. Select a scorecard to dive in

QA assignments skip logic

What is it?

We have added the ability to skip interactions while reviewing interactions as part of an assignment without disrupting your workflow.

Why does it matter?

This ability helps reviewers focus their time on the most meaningful interactions by easily skipping interactions that are too short, worked on by multiple agents, contain only macro responses, and so on.

How do you use it?

When you start a review of an interaction, Agent Connect randomly selects an interaction that meets your assignment's criteria. If you want to skip the interaction selected, simply choose the Select different interaction action at the top of the review. You will automatically be served a new interaction to review.

Enhanced QA assignment criteria

What is it?

We have created the ability to set weekly assignment quantities based on tags, as well as the ability to exclude certain tags within an assignment. For example, you can now use the Exclude tags option to filter out any interaction that leverages a specific macro.

Why does it matter?

Using tags to focus assignments based on your team's needs helps to keep your QA process efficient. This is a great opportunity to focus assignments on specific new product or process launches, or to ensure that assignments are more likely to only serve up relevant and actionable interactions for review.

How do you use it?

When you create a new QA assignment, you will now see the option to exclude tags, as well as the option to include specific tags in the weekly assignment quantity section of the assignment builder.

QA assignment blind reviews

What is it?

For teams that want to eliminate bias from their QA process, we have created a blind reviewing feature. When this feature is enabled, the interaction's Team Member name and photo are hidden from the reviewer while they work on the review.

Why does it matter?

Hiding identifying details ensures that when interactions are surfaced to reviewers, they do not know which agent handled the interaction they are reviewing, helping to reduce bias during the review process. Bias can skew QA scores over time. It is considered best practice to avoid bias as part of the QA process as much as is possible.

How do you use it?

If you want to create an assignment with blind reviewing, select the Blind reviews option when creating the assignment.

QA calibration consensus scoring

What is it?

The ability for reviewers to see which questions had the most discrepancy ahead of the calibration session.

Why does it matter?

This feature helps focus your calibration sessions on the scorecard questions that had the most discrepancy. Your team's time is valuable, and we know that calibration sessions can feel meandering. By surfacing which questions had the most distinct discrepancies in answers, we help to make your calibration sessions more efficient and focused.

How do you use it?

This is a beta feature that is currently being tested. If you have calibrations turned on within your account, you will see this new feature automatically during your next calibration session.

Stella Connect Zendesk app

We have released a brand new Agent Connect Zendesk app. With the app, you can quickly create and manage your Agent Connect and Zendesk integration within the Zendesk UI, and start automatically sending surveys after support interactions are solved. For more information about the new app, see Agent Connect Zendesk app.

New supported languages

We have added more languages to our survey functionality to ensure more of your customers are able to provide feedback in their preferred language. We now support the following additional languages:

• Arabic
• Bulgarian
• Finnish
• Greek
• Hindi
• Hungarian
• Indonesian
• Portuguese
• Romanian
• Thai
• Vietnamese