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Build your own signals and filters to send at-risk conversations to your QA team for deep-dive evaluation and root-cause analysis.
Select your filters. Set agent and evaluator quotas. Decide how often to replenish work queues and then leave the platform to do the rest.
Assign QA analysts and team leaders regular lists of evaluations to complete, and access reports that help you track QA progress and productivity.
Automate time-consuming administration and empower your QA team to focus their efforts on helping frontline teams to identify and coach opportunities for improvement.
The ability for us to use imported contact data to group contacts into buckets of good and bad customer experiences, and then automatically create work-queues for our QA team has revolutionised our approach to QA and compliance.
QA Lead at Skyscanner