To enhance service quality and ensure transparency, we have introduced several updates across Supervisor, Quality Control, and Agent interfaces.
1. Quality Control and Supervisor Screens
Quality Evaluation Appeal Page
Under the Video Call channel in the left sidebar, you can now access the Video Call Quality Evaluation Appeal page.
Filtering: Use specific criteria to find relevant appeal records quickly.
Actions Menu: Via the pop-up screens in the action menu, you can:
Review appeal details.
Evaluate and finalize open appeals.
Cancel an appeal when necessary.
Video Call Records
The recording access previously available to Supervisors is now integrated into Quality Control screens. You can now:
Use the Evaluate button to score calls.
Access Call Details for technical insights.
Apply Tags to categorize specific interactions.
2. Agent Screen
Agents can now monitor their own performance and feedback directly through their dashboard.
Evaluations Tab: A new tab has been added specifically for Video Calls, consistent with Call and Chat channels.
Key Features:
Play back video call recordings.
View detailed scoring breakdown.
Initiate an Appeal if you disagree with an evaluation.
3. Reporting Screen
For data-driven insights, a new "Video Call Evaluations" section is now available in the Reporting module, featuring two new reports:
Video Call Evaluation Detail: Row-by-row analysis of individual evaluations.
Video Call Evaluation Summary: High-level performance trends and averages.
4. Access Control
Existing evaluation permissions for Agent and Custom roles have been extended to include the Video Call channel. Users will maintain their current access levels for these new features.