As a reviewer, the Conversations View is where you will probably spend most of your time. This is where you can filter out the conversations you wish to review and leave scores and comments for agents.
If you have ever done QA manually, you will know that finding the right conversations to grade is often difficult and time-consuming. Klaus gives you an easy-to-use filtering system which makes trawling through your help desk a thing of the past.
You can create public or private filters based on any help desk field (standard, custom and tags) and save those filters for future use.
Commonly used filters conditions include:
Replay count is > or > less X
Assignee is X
Satisfaction score is X
Created date is X
Refining your search
Once you have filtered your conversations, you can further refine your search by choosing how you want the conversations to be displayed, how many conversations you want to see, and which assignee's conversations you want to see.
Reviewing a conversation vs Reviewing a message
In the middle of the page, you will have conversation itself. You can either review the whole conversation or, by clicking on a specific message, review that message and agent. This is useful if more than one agent has replied to the customer and you want to review only that agent's part of the conversation.
You also have a panel above the conversation which you can expand to see more context on the conversation.
You can translate your conversations from the supported languages to English with a single click of a button.
You can also save a conversation for later by using the star button. The conversations can be found under the "starred" conversation filter.
Once you have read the conversation, you can leave scores for each of your categories. Once the conversation is submitted, a score out of 100% will be calculated based on the weights you have added and to your critical categories.
You have the option to leave comments which is very much encouraged. You can expand the comment box if you want to write a lot. You can also add Comment Hashtags and mentions to bring somebody else into the conversation.
Submitting your review
Once you have added scores and left a comment, you can then submit the score to the agent. If you have invited the agent, they will receive a notification asking them to log in to consult the feedback in their My Received Reviews inbox.
You can easily add a conversation to a new or existing Calibration session from the conversation view.
If there is a particularly interesting or important conversation you'd like to emphasize or there is something that requires coaching, you can pin it to a coaching session and pin it under a specific user.