Platform

Scorecard Features

• Introduction into the Scorecard
• Team Scorecard overview
• Agent Scorecard overview
• How to correct a Negative Response Rate (NRR)
• Incident Drill-ins
• Heatmap

QA house

• Introduction into the QA House
• Internal Quality Score overview
• Agent's quality results
• Not rated agents
• Root Cause
• QA rating tab

See all 7 articles

Missions

• Introduction into Missions
• Mission Set-up
• Channel-Based Missions
• AI Mission setup
• Mission view for agents
• Mission Status

See all 8 articles

Team house

• Get started with the Team House
• Coaching Card creation
• 1:1 Meeting set up

KQA tab inside ZD

• QA rating through the KQA
• Missions inside the KQA

Dojo Features

• Introduction into Dõjõ