Survey Builder | Team Member Profile Audit | Data Return v2 | |
QA Assignments Criteria Expansion | Improved QA Transcript Reader for Zendesk & Gladly | See QA Reviews from Stream | QA Email Notifications |
Customer Feedback Product Updates
Survey Builder
What is it?
The new Survey Builder allows you to create and edit surveys for collecting feedback from your customers with more ease and flexibility than ever.
Why does it matter?
The new Survey Builder is easier to use and provides more flexibility in creating, editing, and testing your survey. For the first time, you can add a third question, manage multi-language survey verbiage, send test surveys directly from the survey builder, and more!
How do you use it?
You can find the new Survey Builder experience under Settings > Survey Builder. All of the instructions on how to use the new builder can be found in this Help Center article.
The new Survey Builder Settings page tile replaces the old Experience and Additional Question tiles.
Audit Changes Made to Team Member Profiles
What is it?
You can now download the profile audit history for any of your Team Members. This csv includes a historical record of changes made to team member profiles, including Who approved the change, the old value, and the new value.
Why does it matter?
This update gives you visibility into the history of profile changes and approvals for your Team Members' profiles ensuring that changes made to profile verbiage, team switches, and new profile photos are always on record.
How do you use it?
Download Profile Audit History can be found on the Edit Profile page for any Team Member, directly below their profile photo.
Data Return v2
What is it?
An update to our Data Return API endpoint that makes it possible to pull survey response data for surveys including more than 2 questions, breaking data return endpoints into 3 endpoints means you can pull just the data you need, when you need it.
Why does it matter?
All clients utilizing Data Return v1 will need to update to v2 in order to pull their new flexible survey's response data, QA Reviews data, and more.
How do you use it?
Review our updated API Docs for more information.
QA Product Updates
QA Email Notifications
What is it?
This new feature sends email notifications to Team Members as soon as a QA review regarding one of their interactions is completed.
Why does it matter?
This will give Team Members the ability to look at their QA reviews immediately, and encourages them to start self-correcting sooner rather than later.
How do you use it?
You will see the option to turn on QA Notifications by navigating to Settings > QA. Learn more about QA Email Notifications in this Help Center article.
QA Assignments Criteria Expansion
What is it?
You can now expand the lookback period for QA Assignments rather than using the default 7 days.
Why does it matter?
Clients with lower interaction volume sometimes have trouble meeting the eligibility requirements for a given QA Assignment. By giving the option to expand the lookback period to more than 7 days, more interactions that fit the assignment criteria can be reviewed and count towards completing an assignment.
How do you use it?
You’ll now have the ability to edit the date range when you create a new QA Assignment. The default will still be a 7-day lookback period, but the option to expand that date range is available.
Please note, you will not be able to edit the lookback period of an Assignment after it is created. Learn more about our QA Assignments feature here.
New QA Transcript Reader for Zendesk & Gladly Clients
What is it?
We’ve updated the look and feel of our transcript reader for Zendesk and Gladly clients.
Why does it matter?
The new UI makes it much easier to differentiate a customer’s response from a Team Member’s. It is also more readable & easy to scan and indicates when a response was an internal note.
How do you use it?
If you are a Zendesk or Gladly client using Stella Connect QA, your transcript reader will automatically update upon beginning new QA Reviews. The interface will not update for previously reviewed interactions.
Note: this new transcript interface depends on how communications providers are integrated into Zendesk and Gladly. We may not be able to determine the data coming through the API depending on client setup and channel. If that is the case, the transcript reader will reflect the experience below.
Ability to See what Pieces of Feedback have Already Been Reviewed on the Stream
What is it?
Clients who use the Stream to initiate new QA reviews can now see if a piece of feedback has already been reviewed.
Why does it matter?
This will improve reviewer visibility into which pieces of feedback have already been reviewed so they can decide if they want to review it again or focus on interactions that have yet to be reviewed.
How do you use it?
If a piece of feedback on the Stream says See Reviews underneath when you hover over it, that indicates that the associated interaction has already been QA’ed.
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