RELATED IDEAS
Conversation QA/review system
Does Front have a plan to integrate an automatic QA or review system such that reviews can be posted on Fronts platform only?
Workflow idea:
Front creates different access levels for Conversation reviewers
Those reviewers are the only ones authorized to leave reviews on conversations
Once a review is posted, the reviewer has the option to mark it on a scorecard based on the metrics set in the settings
The review and score are viewable to the one who was given a review and to the ones who have higher access
Scores + metrics + conversation-wise metrics can then be imported from analytics for a breakdown of the reviews
Their current process today:
We have a number of reviewers who are assigned agents to review
The reviewers categorically pick chats that need to be reviewed based on a random/anonymous process. The chats are picked based on their Tags
Once the certain chat is selected, it is then reviewed using Klaus's extension
The score & review is posted on Klaus
The suggested approach in the idea above helps them unify the reviewing process so that their conversations and reviews are on Front only. Additionally, they can couple reviews with rules to have a more dynamic reviewing process