In modern Contact Centers and Business Process Outsourcing setups, Quality Management ensures that every interaction meets your quality standards. It understands following a process of evaluating customer conversations, scoring agent performance and providing feedback with the help of tools like call recordings, scorecards, and detailed reports.
Insightful's Evaluation page helps consolidating all that in one place. It displays all your customer calls within a defined time period.
Key Conversation Metrics
At it's top, you'll find summary cards showing key metrics for the selected time period:
Unreviewed Conversations – total number of conversations that haven’t been evaluated.
Reviewed Conversations – number of conversations that have already been reviewed
QA Coverage – percentage calculated by dividing reviewed conversations by the total number.
Average Total Time per Conversation – average duration of all conversations in the selected period.
There is also an Evaluation page per project that lists all conversations and segments from a specific project. To view data by project, go to the Project tab.
Conversations and Segments
A Segment represents a part of the conversation, tied to a specific Conversation.
It is a unique part of a conversation handled by a single agent. Typically, one segment equals one agent's portion of the call before it is transferred to another agent.
The columns in the table when toggle is set on Segment include:
Segment ID
Conversation ID
IQS
Employee Name
Status
Start/End Time
Project Name
Total time
Segment Type
Calling Number
You can set a default scorecard for a specific project. This means that when a call is opened, the scorecard will automatically appear. If that scorecard is applicable to the project, it acts as a shortcut, so users don’t have to choose it manually each time. If there are multiple scorecards available for the project, users can switch to the one that fits best.
To learn how to build scorecards, review this article.
If you need a more detailed information about a specific call, you can click the Conversation View via the Conversation ID. This will take you to a detailed page where you can find:
Conversation ID
Segments
Employees
Status
Start/End Time
Project Name
Total time
Conversation Type
Calling Number
In the Conversation tab, clicking on the conversation number will show the details. There is also a section for supporting activities, which lists all applications used and the tickets associated with that call, sorted by usage duration.
You can click on the assignment to navigate to the specific link. In the segment section, between two different moves.
Organizational Time Zone
Quality Management data is displayed in the organizational time zone. If you are using employee time zones across the app, you will be notified when accessing QM that all data is shown in the organizational time zone.
Report Exports
In the top right corner of the page, there's a downward arrow icon you can click to export your data. The reports you will get will provide you with detailed information on the conversations, scorecards, and segments being evaluated.