Role: User, Agent
As an agent, you can access Klaus to see feedback on your work (ratings and comments left on your conversations) as well as to confirm that you have seen the feedback.
Login
Make sure to use the link from the email invitation when you sign in to Klaus the very first time. You have a few options to choose from: Gmail login, Slack login or email login. We'd recommend using either Gmail or Slack, as it's faster. When using the email login, we'll send you a login link to your email that you'd have to use whenever you want to log in to Klaus.
My Received Reviews
When you login to Klaus, you will land at the Activity page. Here you can see all the feedback left for you, both comments and ratings and disputes. You will be able to recognize if a conversation has a positive or negative rating overall, or if it also has a comment, by looking at the icons next to the conversation subject. You can also choose to only see conversations with comments. Alongside the feedback, you can check the Survey feedback (CSAT or CES) or reactions to reviews/replies.
When selecting a conversation from the list that has received feedback, you can:
Click through to your help desk to get directly to the original conversation.
Copy the review link if you'd like to share it with someone.
See the overall review score.
See the comments.
See the category ratings.
There might be a review on the whole conversation or on a specific message. Click on the message to be able to see the score, the comments and the ratings on it.
Disputes
As a reviewee, you might not agree with the rating scores, so you can suggest a new rating for a category (not mandatory) or you can simply leave a comment for the reviewer which is mandatory when disputing. Dispute can be sent to the initial reviewer or to be escalated to someone else (e.g. a Workspace manager).
The reviewer will then be able to either accept or reject the dispute and they will be able to see exactly which suggestions a reviewee has given on their ratings.
Besides the review itself, the Reviewee can also be disputed and an agent can suggest another user who should have gotten the rating. A Workspace manager, Account manager or the Admin of your Klaus account can also create disputes if necessary. Notifications are sent to both dispute creator and the dispute resolver.
Personal settings
When you navigate to "Personal settings", you will be able to:
Click through to edit your personal settings.
Switch the account (this is when you are part of several different accounts in Klaus).
Log out of Klaus.
Under "Personal settings" menu you have:
General settings like your name and email
Notifications where you can choose how often you would like to receive emails from Klaus notifying you of any new feedback received. You can also connect your Slack account to receive notifications there.
Logins where you can add additional log-in options (email, Slack, Gmail) if you'd like to change that from what it was initially.
Reset Password.
New Account where you can create a new account.
Dashboard
You will be able to see your personal performance information as a summary on the Dashboard.
