Home page
We created a home page so Front Line Managers and Quality Management Operations can easily see their work load for the month. Their main task is evaluating calls and coaching agents they over see.
SEARCH Page
The search page made it easy to find calls and apply filters to their search. We created a smart search and offered an advance search option for fine tuning their results.
Offered the option to display custom results columns for different users.
ASSESS A CALL
Redesigned the assessment page to make workflow easier and make the best use of the space.
Added a customer journey feature so that a user can easily retrieve a transferred call.
Gave users the option to read along while listening to a call with a transcript.
The transcript is about 90% accurate so we discovered through interviews that users are more than willing to flag any errors.
User is prompted to highlight error and flag it as an edit if it is a typo or redact if it is sensitive information.
Users can now search for tags instead of going through a branch to find a tag. We offer both options now.
DARK MODE
We believe that users should have the option to change the platforms theme to colors that are proven to be easier on the eyes.
