Conversation Analyst Templates

Overview

Quiq supports a range of out the box Analyst Templates that can be configured to your unique business needs. Templates work great as is, but can also be added to or modified to match what you want to measure.

Available Templates

Below you'll find a list of out of the box templates:

Agent QA Analyst

The Agent QA template consists of a handful of prompts designed to grade agent performance:

analyze predicated first contact resolution: Estimates whether the customer's issue was likely resolved and they won't need to contact support again.
analyze issue resolution verification: Determines whether agents verified that the customer's issue was fully resolved.
analyze professionalism: Rates each agent's professionalism on a scale from exemplary to requiring immediate coaching.
analyze CSAT: Estimates customer satisfaction with each agent's service on a 1-5 star scale without requiring a survey.
analyze improper greeting: Detects agents who failed to use the proper greeting script or opening message.
analyze collected credit card info: Identifies if agents attempted to collect credit card information during the conversation.

You can modify these prompts as you see fit, or add your own.

Conversation Analyst

The Conversation Analyst Template consists of a handful of prompts designed to analyze the entire conversation:

Analyze conversation summary: Generates a concise summary of the entire conversation in under 4 sentences.

analyze predicated first contact resolution: Determines whether the customer's issue was likely fully resolved across the entire conversation.

analyze CSAT Estimates overall customer satisfaction with the service provided on a 1-5 star scale.

analyze topic and sub topic Identifies the main conversation topic and optional sub-topic in one or two words.

Getting your Templates Live

Once you're happy with the way your metrics look, you can publish your analyst using the publish button in the top right:

From there, you'll need to add an action to run your Conversation Analyst when a conversation closes in Conversation Rules:

Reporting on your Templates

Once that's done, the only thing left is leverage your new metrics in your reports.

Agent Insights

For Agent specific metrics, you'll see a new section in Agent Inisghts when adding columns:

Cards, Funnels, Segments, and Breakdowns

For the non agent specific metrics, you can leverage those fields once you select the Conversation Analyzed filter, and select your Conversation Analyst and metrics: