Reviewing a call
Do this
Section titled “Do this”- Open Quality. The Reviews tab opens with the status “Needs a look”.
- Click a call. The review opens with the recording and transcript on the left and the scorecard on the right.
- Click a scorecard item that has a quote. The transcript jumps to that line. Play the recording if the words are unclear.
- If the score is right, click Confirm the score.
- If one answer is wrong, click Change this answer under it. Pick Passed, Failed or Not applicable. Write why (at least 3 characters). Click Save my answer.
- If you disagree with the whole review and want someone else to look, click Dispute. Write what is wrong and click Dispute the review.
- To settle a disputed review, click Resolve. Write how it was settled and click Resolve the review.
The score is recalculated when you change an answer. The bot’s original answers, score and result stay on the review. Calibration uses them.
The review queue
Section titled “The review queue”The big number at the top is how many calls need a look right now. Four figures sit under it: scored today, passed in 7 days, need a look, and how often reviewers agree with the bot over 30 days.
Filter the list with:
| Filter | Choices |
|---|---|
| Status | Needs a look, Everything, Confirmed, Disputed, Resolved, Scored automatically |
| Result | Passed or not, Passed, Did not pass |
| Flag | Any flag, or one risk flag |
| Campaign | Every campaign, or one |
| Handled by | Bot or agent, A bot, A person |
| When | Any time, Today, Last 7 days, Last 30 days, Last 90 days |
Click Show more calls to load more.
What each status means
Section titled “What each status means”| Status | Meaning |
|---|---|
| Scored automatically | The bot scored it and nothing asked for a person |
| Needs a look | See how the QA Bot scores |
| Confirmed | A reviewer accepted the score, or changed an answer |
| Disputed | Someone said the review is wrong. It stays open until resolved |
| Resolved | Settled, with a note. It cannot be changed any more |
Score again
Section titled “Score again”Score again appears only when nobody has worked on the review. It scores the call a second time with the scorecard that is active now and replaces the review. If a person has already confirmed, changed or disputed it, the QA Bot refuses and tells you to change the items instead. Scoring again counts as a new quality review in usage.
Shortcuts
Section titled “Shortcuts”Press these on a review page. They do nothing while you type or while a dialog is open.
| Key | Does |
|---|---|
| J | Next scorecard item |
| K | Previous scorecard item |
| C | Confirm the score (reviewers only, on an open review) |
Who can do what
Section titled “Who can do what”| Role | Can |
|---|---|
| Owner, Admin, Quality reviewer | Read, confirm, change answers, dispute, resolve, score again |
| Supervisor | Read reviews |
| Agent | Dispute the review of a call they took |