Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
As a supervisor, you can effectively oversee ongoing Quality Evaluation Agent conversations to maintain smooth operations and boost customer engagement. The Ongoing QEA conversations view provides real-time visibility into active interactions along with their associated scores, helping you analyze customer behavior and guide customer service representatives towards improved performance.
Prerequisites
- You have the Omnichannel Supervisor role. Learn more in Assign roles and enable users.
Access the Ongoing QEA conversations view
In the site map of Copilot Service workspace, go to Conversations, and then select Ongoing QEA conversations from the dropdown.
View real-time scores
To view real-time scores, you can either:
- Select a conversation and then choose the Real-time Score option, or
- Select the score link associated with the conversation.
A side pane appears and displays the real-time evaluation details, including the overall score and sentiment score for each section-level criterion you configured.