Agent Inspection Overview
# 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.