Navigating Service Quality Console

As a service quality agent, get insights into a customer's experience and collect customer feedback that is essential to improve customer service.

Use the console to perform the following tasks:

Record 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
Manage tasks using the My Task List

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. Additionally, you can: Access the Collaboration Console by clicking Collaboration Console. Get a list of knowledge articles related to a case by clicking Knowledgebase. Get latest updates about global cases and other notifications like broadcasted updates about new upgrades or services.
2	My Assigned Cases	Perform the following tasks: View a list of cases assigned to you. Perform a survey and collect feedback for a case by calling a customer. Collaborate with other agents for a case.
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 and My Task List	Get a list of knowledge articles related to a case in the Knowledge Base tab. Get a list of your tasks and their statuses, set reminders, search and update tasks in the My Task List tab.