Service Quality Console

The service quality console enables the SQ agent to record the customer's experience and ascertain from a customer perspective if the customer is satisfied with the solution provided. The agent can also get crucial feedback by asking configurable survey questions that help record the customer's NPS, CES, and CSAT scores which are essential metrics for customer service.

In addition to gathering and recording customer feedback, the agent can also request to collaborate with other groups and access the edit case console and customer 360 console for in-depth details about the case and customer. 

My Assigned Cases

This table lists all cases assigned to the service quality agent as seen in the following image: 

The following table describes all column titles: 

Customer 360 Profile Summary

This section will contain high-level details of the selected customer, allowing the agent to receive a rapid overview of the customer as seen in the following image:

The following table describes the UI elements: 

Case Details

This section will contain high-level case details, allowing the agent a glimpse of the case as seen in the following image:

The following table describes the UI elements: 

Callback and Survey

This option allows the agent to call the customer and gather customer feedback as seen in the following image:

To execute the callback action and conduct a survey, perform the following steps:

1. In the My Assigned Cases section, enter the required customer ID in the search field and press Enter or select the required case from the list. 
2. To open the Callback panel, click the Callback option.
3. To complete the Call On field with the contact number, select one of the following options:
   1. Primary Contact—The contact number is automatically retrieved.
   2. Preferred Contact—The contact number is automatically retrieved.
   3. Others—Manually enter the contact number in the Mobile Number field.
4. To initiate a telephony integration, if available, click Call.
5. To complete the Callback Result field, select the relevant option from the following:
   • Answered—If the customer answered the call, select the Answered value.
   • Busy—If the busy is busy and unable to speak, select the Busy value.  
     
   • No Answer—If the customer did not answer the call, select the No Answer value.
   • Request to Callback—If the customer answered the call but is occupied and requested for a callback later, select the Request to Callback value.

Depending on the callback result selected, you will need to fill the following fields: 

• Selecting the Answered value will enable the Start Survey option and display the following fields:

1. 
   
   1. Resolution Feedback—Select Satisfied or Not Satisfied depending on the customer's feedback. 
   2. Customer Sentiment—Select Positive, Neutral or Negative depending on the customer's sentiment. 
   3. Next Action—Select the next action to be taken as per the customer's feedback. 
   4. Action Description—Enter a short description of the customer's feedback. 
   5. To conduct the survey, click Start Survey. 
   6. In the Case Based Survey panel, enter the customer's scores and comments, and then click Submit Survey.
   7. In the Callback panel, click Save.

• Selecting the Busy value will display the following fields:
  
• 
  
  1. From—Select the first day of the date range between which the customer requested a callback.
  2. To—Select the last day of the date range between which the customer requested a callback. 
  3. Preferred Timings—Select the preferred time range for callback as requested by the customer. 
  4. Click Save. 
     
     
• Selecting the No Answer value will not display any fields. 
  Just select the No Answer value and click Save.
  

• Selecting the Request to Callback value will display the following fields:
  

1. 
   
   1. From—Select the first day of the date range between which the customer requested a callback.
   2. To—Select the last day of the date range between which the customer requested a callback. 
   3. Preferred Timings—Select the preferred time range for callback as requested by the customer. 
   4. Click Save.