This article walks through the Define & Build phases of Auto QA.
This article will walk through:
Defining Business Questions
The first step to properly setting up Auto QA is defining your business questions.
Define the questions that apply to your business. What makes a call opening successful? What is verified during the customer verification process? What determines agent professionalism?
Once done defining business questions, verify the evaluation form aligns with these questions.
Building Related Moments
Once done defining your business questions, the next step is to build out your moments. Please see the Moments section of the Help Center to learn more about building moments.
After moment building, it is time for the calibration phase. To learn more about the calibration phase and the Auto QA Report, please see this article.