Review

On the Review page, admins can review historical conversations and agents' performances. The review results provides a basis for improving service quality. The conversation list shows the first response time, conversation duration, and average response time of each agent, and the satisfaction ratings of each conversation.

On Hyphenate Customer Engagement Cloud, go to “Admin Mode > Review” to view the conversations, filter conversations for quality review, rate the performance of the agent, and export review reports.

The indexes are explained as follows:

• First response time: A metric that counts the number of seconds between the time a conversation is served, and the timestamp of the first agent message in the conversation. It indicates the first response speed of the agent.
• Conversation duration: A metric that counts the number of seconds between the time an agent joins a conversation and the time the agent leaves the conversation.
• Average response time: A metric that counts the average of all response times of an agent. It indicates the average response speed of the agent.

To filter conversations for quality review: - Go to the Review page, and click Sort. - Select the sorting options, such as the time period, channel, channel account, conversation tag, agent, first response time exceeds x seconds, conversation duration exceeds x seconds, average response time exceeds x seconds, response time exceeds x seconds, and satisfaction ratings, and click Sort.

Note that a conversation can be served by multiple agents if it has been transferred.

To rate an agent's performance: - Click a conversation to enter the detail page. - View the messages in the conversation and the metrics. - Go to the Quality Review tab, rate the agent's performance and fill in the remarks.

The metrics include the first response time, conversation duration, average response time, maximum response time, excessive response times, and satisfaction ratings.

To modify the score and remarks to an agent's performance in a conversation:

1. Click the score button to the right of the conversation.
2. In the Score dialog box, modify the score and remarks and click Save.

You can export review reports for data accumulation and analysis. To export a review report: - On the Review page, filter conversations for review. - Click Export to generate a review report. To download the review report, go to “Admin Mode > Export”.

Intelligent review allows the system to automatically check the message history between customers and agents. If an exception is found, the system prompts “a problem” to the right of the conversation on the Review page. With Intelligent Review, inspectors can expand the filtering scope to cover more conversations, therefore improving the review efficiency and obtaining more accurate quality inspection results.

Intelligent Review is a feature only for the enterprise edition. To activate it, please provide the tenant ID and contact Hyphenate.