Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
The settings that apply across every workspace. Four of them shape how the whole programme feels.
Set them
- Open the account settings in Quality Assurance.
- Set the connection to your Support account.
- Set the defaults for visibility and disputes.
- Check what agents see.
One: what agents can see
Their own reviews, at minimum, with the comments. Anything less turns a coaching tool into a scoring system nobody can learn from.
Two: whether agents can dispute
Allow it. A reviewer is sometimes wrong, and a process with no way to say so produces quiet resentment instead of a correction.
Disputes are also the clearest signal that a scorecard category is ambiguous.
Three: which conversations are in scope
Which brands, channels and groups are reviewable. Worth scoping deliberately rather than reviewing everything from the start.
Four: the connection to Support
What data comes across, and how far back. Check it after any change to your Support configuration, because a new channel does not arrive here automatically.
Review them once a quarter
Most were set during setup by somebody making reasonable assumptions about a programme that had not started yet. After a quarter of real use, one or two will be wrong.
Say what changed
Anything affecting what agents see, or how they are scored, should be announced rather than discovered. This is the area where a silent change does the most damage to trust.
Comments
0 comments
Article is closed for comments.