Localization

What is it?

We have translated the Admin Tools, QA, Coaching, and Feedback pages to non-english languages, launching first with French, German, Italian, and Spanish.

Why does it matter?

We want Agent Connect to be inclusive for your teams, no matter where they sit in the world or which language they are most comfortable working in. More languages to come.

How do you use it?

You can request localization be enabled with your CSM. Once it is enabled, you can find the language switcher in the bottom right-hand corner of the app. Choose the language you feel most comfortable working in, and you’re good to go.

Additional QA assignments filters

What is it?

QA Assignments was designed to save you time finding interactions to review, but we heard you... The lack of filters made it difficult to find the right interactions to review and exclude the rest.

Now you can use any field in your CRM/source system to build eligibility criteria for QA Assignments to ensure you are pulling the right interactions in your automated queues of work for reviewers each week.

Why does it matter?

This update is a massive step in truly making your QA review process more efficient by automatically serving relevant, impactful interactions for review and helping your reviewers meet their quotas for the week.

How do you use it?

Once you have passed Agent Connect the Custom Property fields you’d like to use, you can head to the Integrations screen to map the Custom Property field and check the Filter Interactions checkbox to ensure it is filterable.

Self-service interaction fields

What is it?

You can now configure where and how Custom Properties are used for QA without requiring help from your CSM.

Why does it matter?

All Custom Property configuration required reaching out to a CSM, which took time and effort. Now Agent Connect offers the flexibility to self-service configure Custom Properties as you wish.

How do you use it?

On the Integrations screen in Agent Connect, clients using QA see their Custom Properties and can tell us the Field Name they would like us to use for this Custom Property, tell us which data type we should use for the Custom Property, and lastly, whether they should be visible on QA Reviews or available to use as a filter for QA.

New QA Interactions screen

What is it?

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

Why does it matter?

Before we had the Interactions screen, there were only two ways to trigger a QA review: through the Stream and QA Assignments. The Stream limited the options to only interactions tied to a survey response and QA Assignments help to reduce the need for manually picking an interaction to review, but if you wanted to do so, it would not be possible through Assignments.

How do you use it?

The Interactions screen displays a table with a row for each interaction sent to Agent Connect from your CRM or source system. You can use the Interactions screen to filter interactions and launch a QA review.

Service recovery support in data return

What is it?

Your service recovery survey results are now included in the Data Return API for easy data syncing to external tools like a BI tool.

Why does it matter?

No longer do you have to manually export service recovery data. It will automatically stay in sync with your external platforms using the Data Return API.

How do you use it?

To have the Data Return API return service recovery data, you must add the slug include_recovery in the API request. API requests that contain this slug in the payload return service recovery data in addition to the standard survey data.

Mobile-friendly 1:1s

What is it?

1:1s are mobile-friendly. Now you can conduct and view coaching sessions on-the-go, right on your smartphone or tablet.

Why does it matter?

On a small screen or on-the-go and still want to coach? No problem. With mobile friendly 1:1s you can coach on screens of any size. Whether you just want to have a small coaching window next to your other browser screens or whether you are on your mobile device, view and conduct coaching sessions anywhere and anytime.

How do you use it?

Just resize your browser screen to any size or access 1:1s from any mobile device or tablet to experience the 1:1 coaching experience on smaller screens.

Exporting 1:1s

What is it?

1:1s are now optimized for exporting without the need for any additional formatting. You can easily print any 1:1 session or save as a PDF to bring into your HR platform of choice. All of the crucial information you need from your 1:1 session is formatted in an easy-to-read way, including key metrics, notes, action items, and so on.

Why does it matter?

Easily share information from 1:1s and coaching sessions with external platforms, such as your HR tool to comply with company-wide guidelines or others who may not have access to Agent Connect.

How do you use it?

Navigate to the session you would like to export/print and then select Print. The session is formatted for printing, and you can easily change to Save as PDF to generate a PDF version of the session.

AOE/AOI on Company Trends

What is it?

Areas of Excellence (AOE) and Areas of Improvement (AOI) are now included on the Company Trends report. View aggregate AOE/AOI with the ability to dive into each AOE/AOI to explore the underlying feedback contributing to them.

Why does it matter?

Identify your organization’s strongest and weakest areas and easily gain deeper understanding on how to drive improvements.

How do you use it?

In the Company Trends report you will now see AOE/AOI reporting, which includes an aggregate view of how your organization is performing across these areas. You can also click on any AOE/AOI to see the underlying pieces of feedback that comprise the metric.