Agent-only QA reviews

Term name

Agent-only QA reviews

Purpose

Track the volume of Smart QA reviews on conversations where only agents replied.

Definition

Total number of Smart QA reviews on conversations where an agent replied and no teammate replied.

Location & attribution

• Agents report

  • Key metrics chart

  • CSAT score breakdown chart

  • Agents over time chart

  • Agent details table

• Custom report

  • Line chart

  • Key metrics chart

  • Table chart

FAQ

n/a