Many people find that one of the most time-consuming parts of doing QA is finding the right conversations to grade. Conversations that aren't too short or simple for example.
Spotlight – Klaus’ unique conversation discovery feature – helps you automatically highlight complex conversations with the highest learning potential. In a nutshell, it enables you to find conversations that are critical to review at the click of a button.
These conversations might be conversations in which:
the customer issue is more complicated,
the customer's problem cannot be explained in one message,
the agent needs to ask for further information to understand the request,
there are more replies than average from the customer and agent,
and the length of replies is longer.
Spotlight lets you get going with your conversation discovery without thinking about filtering what should be most useful to review. It is a one-click solution that selects 15% more interesting conversations and removes more regular conversations.
How to Use it?
It works both on unfiltered data or together with any preset filter. Hitting that cat with glasses (he is called Klaus if you haven't got that yet) shows you the conversations that you ultimately must review.
This availability of this feature depends on a few factors so please get in touch with our Support team for further details. This feature does not work for the conversations imported via Browser Extension.