Navigating Service Quality Console
As a service quality agent, get insights into a customer experience and collect customer feedback that is essential to improve customer service.
Use the console to perform the following tasks:
- Record a customer experience
- Confirm with a customer if they are satisfied with a solution
- Collect feedback from a customer by asking them configurable survey questions
- Record the following scores with the help of survey questions:
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
- Customer Satisfaction Score (CSAT)
- Collaborate with other agents
- View customer and case details
Overview of Service Quality Console
The following image highlights the different sections in the console:
The following table describes the different sections in the console:
Annotation | Section | Use |
|---|---|---|
1 | Service Quality Console | Get access to a customer profile that includes the customer details federated from different system of records. |
2 | My Assigned Cases | Perform the following tasks:
|
3 | Customer 360 Profile | Get a brief overview of a customer profile with various customer details; for example, customer segment, email, SLA and customer status. |
4 | Case Details | Get a brief overview of the case with case classifications and assigned group. |
5 | Knowledge Base | Get a list of knowledge articles related to a case. |
