Inspector Guide

To guide and evaluate the service of agents, an enterprise can assign inspectors to monitor the conversation between agents and customers in real time.

The inspection mode varies depending on the inspection content. An inspector can select an inspection mode to perform inspections.

• Processing Manual Post-Event Inspections
  After an agent completes a call, an inspector can check the call content, inspect the agent, and process violations.
• AI Inspection
  The AICC automatically queries agents' service content based on the rules set by inspectors, reducing inspector operations.
• Performing Agent Monitoring and Inspections
  Quality checkers can monitor VDNs, IVRs, skill queues, and agents, and inspect agents.