The Browser Extension allows you to grade conversations and provide feedback to your agents from directly inside your help desk or any other browser-based software, eliminating the need to move between tabs and saving you bucketloads of time.
The extension also promotes a habit of always having conversation reviews in mind and steadily completing reviews throughout your day.
How to set up the Browser Extension?
To start using the extension, follow these simple steps:
Add the extension to Chrome
Click on the Klaus cat head in your browser and log in to your Klaus account
You will be asked to whitelist the domain you are on (only for new accounts)
As a reviewer, it is possible to review a conversation within any browser-based software as long as there is a unique URL we can connect the review to.
You can add scores, comments, tags, GIFS, and emojis just as you can in the main app. Once you have submitted the review, the reviewee will be able to consult the feedback from the extension or by clicking on the conversation in the notifications panel to see the review in Klaus.
You can also view ratings and feedback directly in the Extension, as well as edit, delete and dispute the reviews and see the CSAT.
Why should I use the extension?
The extension allows you to grade directly inside your help desk, saving you time and effort as well as making conversation reviews a constant habit. You may use the extension alongside your help desk which is integrated with Klaus. It can be resized and moved around the screen, as well as used on multiple tabs.
How to use Assignments with the Extension?
You can also do your Assignments with the Extension. Simply open the conversation that you need to review and you will see the list of your Assignments if there are more. The name of the Assignment and the goal will only be displayed if you have navigated to that conversation directly from the Assignments view.
You can access Settings in the extension to choose the Workspace you are reviewing in and under which domains reviews are able to be completed.
Consulting the Reviews in Klaus
Any reviews completed in Klaus can be found in Klaus as well in the Extension under Activity tab.
In the Conversations View within the app, you can add a filter to find all of the conversations reviewed with the Extension. Reviews will also be visible in the Received and Given Reviews page:
Using the Extension + Dashboard
All scores and comments left via the extension will show in the dashboard just as they would if the review was done in the desktop app.