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Article Overview: Quality Assurance allows users to review the quality of employee conversations with customers and provides a simple method to export the data. Use Case: Analyze quality of conversations to better understand the areas of opportunity for your customer facing teams. How-To Video: [Coming Soon] Step-by-Step Instructions:
  1. Select the menu bar (top right)
    • Click on Quality Assurance from the options
  2. Select date range
    • Choose between 7 days, 30 days or custom
  3. Select Export
    • You’ll have the option to export as a CSV or Excel file

FAQ: What metrics are measured to provide the conversation score? The conversation score evaluates customer-agent interactions across four key areas:
  • resolution status and follow-ups to ensure issues are addressed.
  • agent performance, including personalized service, clear communication, and proactive support.
  • customer experience, measuring ease of interaction, satisfaction, and frustration.
  • operational efficiency, tracking response times, conversation duration, and interaction complexity.
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