Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Inspections/ Typical Scenario: Configuring Manual Inspection Tasks
Updated on 2024-10-12 GMT+08:00
View PDF
Share

Typical Scenario: Configuring Manual Inspection Tasks

Manual inspection refers to the process in which an inspector extracts details from call records based on specified inspection rules, plays back the records, and evaluates agent services based on the rating criteria.

To enable the inspection, create rating items and templates, maintain inspection relationships, and configure the policy for extracting call details in advance.

Prerequisites

You have configured Platform Role for the involved inspectors and agents on the Configuration Center > Employee Center > Agent Management page.

Context

After the tenant space is enabled, the administrator needs to configure the following items for inspectors in the tenant space to execute inspection tasks.

Figure 1 Configuration flow

Scenario Description

The following rating rules are specified in a call center to evaluate the agent standardized service, attitude, and skills during calls:

  • Service Awareness
    • Whether an agent answers questions effectively.
    • Whether an agent confirms with a customer about other questions before the service ends.
  • Process Specifications
    • Whether an agent begins with greetings and a self-introduction.
    • Whether an agent ends a call with a statement similar to the following: "Thanks for calling. If you have any additional questions, please call us."
  • Service Attitude
    • Whether an agent argues with a customer.

The current inspection task lasts one week.

Procedure

  1. Configure rating items.

    1. Choose Configuration Center > Quality Management > Rating Item.
    2. Select the rating categories on the left in sequence and click Add on the right to add the rating items in Context by referring to Configuring Rating Items.

      Service Awareness, Process Specifications, and Service Attitude are preset. If these categories are unavailable, they may be deleted by other operators. Click to add the categories.

  2. Configure a rating item template.

    1. Choose Configuration Center > Quality Management > Rating Template.
    2. Click Add on the right to add Agent inspection rating template by referring to Configuring Rating Templates.
    3. Save the settings and click Release.

  3. Configure an inspection task.

    1. Choose Quality Inspection > Inspection Task Management.
    2. Click Add on the right to add Agent inspection task of September by referring to Configuring Inspection Tasks.

      Set Task Type and Channel to Manual post-event inspection and Audio, respectively.

      Currently, the AICC supports manual post-event inspection only for voice and multimedia channels. The features corresponding to other options will be implemented in later versions.

      If no inspector is available, check whether you have configured the Quality checker role in Prerequisites.

    3. Click Release.

Follow-up Procedure

After an inspection task is added, the specified inspector can perform the following operations within the task validity period:

  1. Choose Quality Inspection > Inspection Task Management to view the inspection task.
  2. Click Task. On the page that is displayed, click Obtain To-Be-Inspected Record to view the call records that can be inspected.

    If no record is available, the inspector added to the inspection task has not completed a call and generated a call record.

  3. Click Start Inspection. On the Manual Inspection page, rate the desired record based on the rating items and click Submit.
Parent topic: Managing Inspections