Updated QA Reporting | QA Assignment Skip Logic | Enhanced QA Assignment Criteria | QA Blind Reviews |
QA Calibration Consensus Scoring | Stella Connect Zendesk App | Additional Survey Languages |
Updated QA Reporting
What is it?
We’ve updated our QA reporting to include more granular insights into how your agents are performing by each scorecard section.
Why does it matter?
This will allow team leaders to quickly dive into which sections agents excel in, and for which sections agents may require more coaching.
How do you use it?
The reporting will be automatically updated when you access QA Reporting. You can find this updated scorecard breakdown by selecting QA Reporting from the top navbar, then clicking on the Team Members option at the top of the reporting page. You'll see a table with an Overview tab, and then tabs for each of your scorecards. Select a scorecard to dive in!
QA Assignments Skip Logic
What is it?
We’ve added the ability to skip interactions while reviewing interactions as part of an assignment without disrupting your workflow.
Why does it matter?
This ability will help reviewers focus their time on the most meaningful interactions by easily skipping interactions in-workflow that are too short, worked on by multiple agents, or only contain macro responses, for example.
How do you use it?
When you start reviewing from the Assignments page, Stella Connect will randomly select an interaction that meets your assignment's criteria. If you'd like to skip the interaction selected, simply choose the Select different interaction action at the top of the review. You'll automatically be served a new interaction to review.
Learn more about our assignments feature here.
Enhanced QA Assignment Criteria
What is it?
We’ve created the ability to set weekly assignment quantities based on tags, as well as the ability to exclude certain tags within an assignment. For example, you can now use the Exclude Tags option to filter out any interaction that leverages a specific macro.
Why does it matter?
Using tags to focus assignments based on your team's needs helps to keep your QA process efficient. This is a great opportunity to focus assignments on specific new product or process launches, or to ensure that assignments are more likely to only serve up relevant and actionable interactions for review!
How do you use it?
When you create a new QA assignment, you will now see the option to Exclude Tags, as well as the option to include specific tags in the weekly assignment quantity section of the assignment builder.
QA Assignments Blind Reviewing
What is it?
For teams that want to eliminate bias from their QA process, we’ve created a blind reviewing feature. When this feature is enabled, the interaction's team member name and photo will be hidden from the reviewer while they work on the review.
Why does it matter?
Hiding these identifying details ensures that when interactions are surfaced to reviewers, they won’t know which agent handled the interaction they’re reviewing, helping to reduce bias during the review process. Bias can skew QA scores over time, and it's considered best practice to avoid bias as part of the QA process as much as is possible.
How do you use it?
If you want to create an assignment with blind reviewing, select the Blind Reviews option when creating the assignment. When the interactions are surfaced, we'll hide the team member’s name and profile photo at the top of the review.
Please note, although we’ve added measures to eliminate the agent name and profile photo, we may not be able to fully remove the agent’s name within some transcripts, and will not remove the ability to link to the external interaction.
Beta Feature: QA Calibration Consensus Scoring
What is it?
The ability for reviewers to see which questions had the most discrepancy ahead of the calibration session.
Why does it matter?
This feature will help focus your calibration sessions on the scorecard questions that had the most discrepancy. Your team's time is valuable, and we know that calibration sessions can feel meandering. By surfacing which questions had the most distinct discrepancies in answers, we'll help to make your calibration sessions more efficient and focused.
How do you use it?
This is a beta feature that is currently being tested. If you have calibrations turned on within your Stella Connect account, you will see this new feature automatically during your next calibration session.
Integration Updates
Stella Connect Zendesk App
We've released a brand new Stella Connect Zendesk app! With the app, you'll be able to quickly create and manage your Stella Connect & Zendesk integration within the Zendesk UI, and start automatically sending surveys after support interactions are solved.
Learn more about our Zendesk App here.
Please note that we do not recommend moving any existing integration over to the Stella Connect Zendesk app -- the app will be most beneficial for new Stella Connect clients. Please let your Client Success Manager know if you have any questions!
Newly Supported Languages
We’ve added more languages to our survey functionality to ensure more of your customers are able to provide feedback in their preferred language. We now support the following additional languages:
- Arabic
- Bulgarian
- Finnish
- Greek
- Hindi
- Hungarian
- Indonesian
- Portuguese
- Romanian
- Thai
- Vietnamese
Comments
0 comments
Please sign in to leave a comment.