Follow the steps below:
Live Calling QA – This tab allows you to upload recorded calls for automated quality analysis. It’s a valuable feature for reviewing and evaluating calls.
i. Filters: You can filter the call list by upload date, learner name, scorecard, and score.
ii. In the search box (on the right side of the page), type in call details or learner name to find a specific call.
iii. Click the ‘Add a new call’ tab to upload a call.
a. In the pop-up box, select the user name scorecard and click ‘Upload file’ to upload the call. You can upload up to 10 files, with a maximum size of 25MB each.
b. Once the files are uploaded, click the ‘Analyze (#) call’ tab.
vi. After clicking ‘Analyze (#) call’, the system automatically saves the call. It will then appear in the list. Click the call you want to review to view feedback and details.
a. On the feedback page's upper right, you can rename the file, delete it permanently, share the evaluation via link, and export it.
b. On the left side, you can view feedback and recommendations for improvement.
c. You can listen to the call on the right side and view its transcript.
You have now learned how to auto-score live customer conversations using Solidroad's Quality tab. By utilising Live Calling QA features, you can effectively analyse, review, and provide feedback on customer interactions to enhance performance and satisfaction.
If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the 'Get Help' tab within the platform.
User manual definition of the term:
Quality Tab: A section in Solidroad for managing and evaluating customer calls, including automated assessments and manual uploads.
Automation: A feature that automatically performs quality assessments on calls via tools like Intercom, providing feedback and recommendations.
Live Calling QA: A feature that allows admins to upload recorded calls for analysis and feedback.
Evaluation Page: This page shows detailed feedback and analysis of a call after it is selected in Automation or Live Calling QA.
Feedback: Comments and suggestions for improving performance are displayed on the evaluation page's left side.
Transcript: A written version of the recorded call, shown alongside the audio on the evaluation page.
Upload: The process of adding recorded calls to the Live Calling QA section for analysis.
Analyse: Reviewing a call after it’s uploaded for automated quality analysis.
Beta: A testing phase for new features where user feedback helps improve functionality.
Quality Assessment: A review of customer interactions to evaluate performance, communication, and satisfaction, with feedback for improvement.