Chat Scorecards
It would be great if there was an internal process for supervisors to use a scorecard template for an agent's online chat with a customer. This could be similar to what's available for phone calls through RingSense. Even though there wouldn't be an AI generated option for the chat scorecard, being able to design the questions and have it attached to a chat record for agents to access would be a great way to keep everything within the platform. Currently, I print a PDF copy of the chat log and attach it to an evaluation form that I created.
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Andy
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