It is no longer news that Oki-Toki has a system for evaluating operator dialogues , which allows you to ensure quality control of the contact center. But now the inspector, in addition to the assessment, can leave a comment on the call. To do this, we have added a “Comment” field to the score sheets.
The score sheets are related to the Conversation Score product
How it works:
- Now, evaluating the dialogue, in the “Comment” field, you can additionally comment on the basis of what you put this or that mark on the operator. Comment.
- In the evaluation log, you can see what comment the reviewer left. Conversation Evaluation Log.
It is important to remember that “Comments” is only an additional “helper” and it is not included in the KPI statistics, as it cannot turn into any score or number.