Scale your Contact Center QA by using Cx Moments Auto QA to automatically score 100% of your agents conversations. Discover and trend agents' performance around:

The Auto QA building blocks below enable you to:

1. Combine keywords into topics, to track statements, queries or issues such as "something is not working". These topics can be configured on the customer-side or the agent-side, so you can track both customer questions and agents answers.

2. Combine topics into logical QA rules, to implement Quality checks such as " Did the agent use the correct greeting?", or " Did the agent show empathy when confronted with a customer problem?". These rules will result in Pass/ Fail auto-scores.

Define (in a word or draft document) the QA criteria you want to implement, like the examples below:

- Welcome greeting: Did the agent use the correct opening greeting?

- Offer additional help: did the agent offer additional help before closing the conversation?

- Apologies for wait time: did the agent apologise for keeping the customer waiting for more than 2 minutes during a chat conversation?

- Avoid jargon: did the agent use any internal jargon or technical language difficult for customers to understand?

- Avoid rude words: did the agent use any rude words?

- Negative language: did the agent use any negative sentence such as :"This is not possible" or "It could not happen"?

- Empathy: did the agent express some level of empathy after a customer shared a problem?

- ID verification process: did the agent ask the ID Verification question before sharing personal account or order information with a customer.

(full Help article available here: https://cxmoments.zendesk.com/hc/en-us/articles/360014444599-Create-a-topic-to-track-a-customer-issue)

- Go to "Find new topics" and configure topics to track statements or questions required for each QA rule. Topics can be created on the agent side, or the customer side.

- Select which side you want to work on using the drop down menu on the top right:

- Start creating topics. For example, on the customer-side, create topics tracking problems "I can't", "Cannot", "not working" or tracking dissatisfactions such as "unhappy", "incredible" and so on.

On the agent side (where you will do most of your work), create topics needed in your QA criteria, such as:

- Opening greeting: "welcome to ACME", "Thanks for contacting us", etc.

- Empathy: "sorry", "I understand", "must be awful", etc.

- Apology for wait time: "sorry it took so long", "still working on it", "bear with me", etc.

- Security Questions: " full name and address", "Mother's maiden name"

- Personal account info: "your credit card ending", "deposit limit"

The 4 templates below enable rapid configuration of new QA rules (more templates will become available soon):

- Script delivered template: will Pass a conversation when specific topic(s) are detected. This is useful to check Opening greetings, additional help offered, etc.

- Negative topics template: will Fail a conversation when specific topic(s) are detected. Useful to check agents are avoiding the use of jargon, negative sentence, or rude words.

- Wait time template: this rule will trigger when detecting a silence duration longer than XX seconds. It will then Pass the conversation if it detects specific topic(s) on the agent side ("Sorry for keeping you waiting")

- Sequence template: this rule will trigger when detecting topic(s) on either side of the conversation. it will then Pass the conversation if it detects topic(s), on either side, before or after the triggering topic. This is useful to check

- Empathy: "triggers" when detecting a customer problem, "Passes" if it detects agent empathy shortly after.

- ID Verification : "triggers" when detecting personal info disclosed by agent, "Passes" if it detects security questions earlier on.

Each of these templates have a specific Help article which you can access by clicking on the template name above.