We're currently trying to find the right tool for us to help automate / make easier the quality assurance process of our agents tickets.
We want to look mostly at criteria that are not measured by other areas: i.e. the human factors of the ticket. E.g.:
- Sentiment: Was the agent kind in their language?
- Urgency: Did the agent's approach match the urgency of the ticket (i.e. short concise answers if the client is agitated?)
- Language: Is the spelling & grammar correct?
- Language: Is clear language used (i.e. non-technical / internal jargon)
Do you have any suggestions? Any feedback? I'd love to hear them!
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