Agent Inspection Overview

——Inspection includes chat inspection and talk inspection

Role of Agent Inspection

Agent inspection is to evaluate the reception quality of agent, and continuously optimize the reception script, service attitude and workflow specification according to the inspection results.

Preparation

The agent inspection product of the agent system can only inspect the chats and talks generated in the system. Before use, please establish the reception standard according to the actual business, conduct training, and build the overall function of agent inspection.

Usage Roles

There are several roles for using the agent inspection system after opening livechat/call product:

• Task Assigner: the person configured with【Task Assignment】permission

• Inspector: the person configured with【Inspection Evaluation】permission

• Inspected Agent: livechat/call agent

• Department Director: the person with「Department Approval」permission in the department

• Reinspector: the person with reinspection function permission and enabling「Reinspection Workflow」

Role Permission

After opening inspection product, the default role permissions for agent inspection system are as follows:

• Livechat admin: Inspection Evaluation, Result Query, Appeal Approval, Inspection Statistics, Chat Inspection Scheme, Chat Inspection Workflow, and all relevant operation permissions

• Livechat agent: Result Query

• Call admin: Inspection Evaluation, Result Query, Appeal Approval, Inspection Statistics, Talk Inspection Scheme, Talk Inspection Workflow, and all relevant operation permissions

• Call agent: Result Query

• Omni-channel admin: sum of livechat admin + call admin permissions

• Omni-channel agent: sum of livechat agent + call agent permissions

You can customize the role through Agent Management > Role Permission Management in【Admin Center】according to the purchased products and actual business conditions, and configure the corresponding role permissions for the admin/general agent: Task Assignment, (Chat/Talk) Inspection Evaluation, Result Query, Appeal Approval, Inspection Statistics, Inspection Scheme, and Inspection Workflow.

Main Service Workflow

• Inspection Scheme Guide

• Sampling & Task Assignment Guide

• Inspection Evaluation & Result Query Guide

• Appeal Approval Guide

• Reinspection Guide

• Overall Introduction to Inspection Statistics