Our Agent QA Reviews feature is an enhancement to our Coach product. It enables you to review interactions within the system, to streamline your quality assurance process while providing agents with immediate, actionable feedback.
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First, contact us to activate the Agent QA Reviews feature on your platform. Our team will ensure it’s correctly set up, allowing you to begin the process smoothly.
After activation, we will upload your QA scorecards. We’ll provide you with a template to complete with your criteria. When filled out, we’ll upload your guidelines to the system, so you can use them in evaluations.
Each scorecard can be customised with different questions, scoring weights (points per question), and built-in guidelines to remind reviewers of your organisation's specific standards.
For more advanced requirements, you can manage multiple scorecards for different teams or interaction types (e.g., chat, email, or phone).
Go to Users > Roles & Permissions. Add the permission “Manage all reviews” to the role assigned to your reviewers. Or create a new role with this permission and assign it to those users. This enables your reviewers to access and conduct evaluations on the platform.
To grant agents access to the platform, follow these steps:
Navigate to Settings> Users and click New User.
A “New User” popup will appear. Enter the agent's details and organisation email (the email they will use to log in).
Select the "Agent Access" role from the dropdown.