In this article, we delve into the advantages of Pathlight QA features for users and provide an overview of how each feature functions.
What makes Pathlight QA stand out?
Pathlight QA offers customer support leaders the following benefits:
- Effortless monitoring, analysis, and scoring of customer conversations across email, chat, and phone
- Streamlined QA processes through automation, eliminating the need for cumbersome spreadsheets
- Provision of targeted feedback to team members, enabling performance improvement and meeting customer and company expectations
Introducing the Features!
- Scorecards
- Custom Templates
- Dynamic Previews
- Calibrations
- Appeals
- Assignments
- Smart Sampling
- Auto Graders
Scorecards
Scorecards are where the performance of customer support team members is assessed and evaluated based on predefined criteria. They provide a structured framework for measuring and grading agent interactions with customers.
When you access the QA feature interface, Scorecards take center stage as a prominent feature.
Under Scorecards, four essential components play a crucial role in managing and tracking the evaluation process of customer support team members. These components provide clarity and organization to ensure a seamless assessment workflow. Let's explore each of them:
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All submitted: This component allows Managers and Graders to view all the submitted scorecards within the system. It provides a comprehensive overview of the evaluations that the Graders have completed. The "All submitted" section enables easy access to the completed assessments, facilitating efficient tracking and record-keeping of agent performance evaluations.
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Assigned to you: This component specifically caters to the individual Graders or Managers assigned scorecards for assessment. It provides a dedicated section where Graders can find and access the scorecards assigned for evaluation. This feature streamlines the process by ensuring that each evaluator clearly understands their assigned tasks and can focus on providing thorough and timely assessments.
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In Review: The "In Review" component represents the scorecards that are currently under review. These scorecards are typically submitted by team members who appeal the scores the Grader gave, seeking a reassessment or further examination. This component serves as a stage for the appeals process, allowing Managers or designated team members to re-evaluate and reconsider the scores given, ensuring fairness and accuracy in the assessment process.
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Scheduled: The "Scheduled" component pertains to scorecards scheduled for future evaluations. This feature enables Managers to plan and allocate evaluations in advance, ensuring a systematic and organized assessment process. By scheduling scorecards, Managers can effectively manage the workload and provide timely evaluations without delays.
Except for the "In Review" component, Graders can initiate evaluations for the Scorecards listed under the remaining three components mentioned earlier. Scoring is as simple as clicking on the "+ Scorecard" button at the top of the QA interface. From there, you can select the suitable Scorecard Template for evaluation.
Custom Templates
Design personalized scorecards that cater to your business and support requirements by incorporating the following features:
- Point-based or freeform questions
- Auto fails
- Distinguishing between required and optional items
- Infinite options for response selection
- Detailed and comprehensive descriptions
- Ability to group questions into sections
Point-based or freeform questions
Point-based questions allow Graders to provide a numerical rating or score based on predefined criteria. For example, Graders may rate an item on a scale of 1 to 5, with 1 being the lowest and 5 being the highest. These questions help quantify and measure specific aspects or attributes.
On the other hand, freeform questions allow Graders to provide open-ended responses without any predetermined choices or options. These questions enable Graders to express their thoughts, opinions, or ideas in their own words.
Auto fails
An "auto fail" question in Pathlight quality assurance is a specific type of question used to identify critical or non-negotiable criteria that, if not met, automatically result in a failing score or outcome. It is a benchmark to meet specific essential requirements or standards.
Distinguishing between required and optional items
Required items are the core elements that must be evaluated for every interaction or ticket. These items are considered essential and significantly impact the overall evaluation score. Graders must assess and provide scores for all the required items to ensure a comprehensive evaluation.
On the other hand, optional items are additional criteria that can be evaluated selectively based on the specific context of the interaction or ticket. These items provide more flexibility and allow graders to focus on specific aspects or areas of interest. Optional items may include additional skills, specific behaviors, or extra components that are not mandatory but can provide valuable insights if evaluated.
Infinite options for response selection
With infinite options, Graders can select or input a response that accurately reflects the observed behavior, performance, or quality being evaluated. This approach allows for a more precise assessment, accommodating a broader spectrum of possibilities and eliminating the constraint of predefined response categories.
Infinite options for response selection can be beneficial when evaluating subjective or context-specific criteria, where a rigid set of predetermined possibilities may not adequately capture the nuances of the situation. It promotes a more comprehensive and individualized evaluation process, enabling graders to provide more accurate and detailed feedback.
Detailed and comprehensive descriptions
This feature empowers Graders to deliver comprehensive and detailed explanations or guidelines for each criterion or item under evaluation. These descriptions serve as valuable resources, offering clarity and guidance to Graders, thereby promoting consistent and accurate evaluations.
Ability to group questions into sections
A QA template becomes more intuitive and user-friendly by grouping questions into sections. It provides a clear framework for evaluating performance dimensions or specific focus areas. Sections can be organized based on themes, such as communication skills, problem-solving abilities, or adherence to guidelines.
This feature enhances the efficiency of the evaluation process by allowing Graders to focus on specific sections at a time, ensuring a systematic and thorough assessment. It also helps provide targeted feedback and identify strengths and areas for improvement within each section, contributing to a more effective coaching and development process for team members.
Dynamic Previews
With our platform, you can conveniently view agent interactions and QA scorecards side-by-side, allowing for comprehensive performance analysis. Moreover, we offer specific integrations with Salesforce and JIRA, enabling seamless collaboration and streamlined workflows within these systems.
Calibrations
The Pathlight Calibrations feature is designed to ensure the accuracy of the grading process. This approach involves having all graders evaluate the same ticket and then comparing and contrasting their scores with those of other Graders and with a reliable source of truth. This helps identify any discrepancies or variations in grading among the different individuals.
By utilizing the Calibrations feature, you can effectively identify areas where there may be inconsistencies in the grading process. It enables you to gather valuable insights into the variations between graders and the established source of truth. This information can then address any discrepancies and improve the overall reliability and consistency of the grading process.
By clicking on this icon, you'll be directed to the interface to access completed and ongoing calibrations. Within this interface, you will see the calibrations that have already been completed and those currently in progress.
The "+ New Calibration" option allows you to create a new calibration. This feature enables you to initiate a calibration process for specific metrics or criteria that you want to evaluate and compare among graders.
Appeals
It's essential to remember that Graders, despite their expertise, are still human and may occasionally overlook certain quality assurance (QA) parameters that can lead to team members receiving failing scores. To address this issue, we have a feature that empowers team members to contest their scores and ensure fairness in the evaluation process.
With this feature in place, team members now have the opportunity to question and challenge their scores when they believe there has been an oversight or misjudgment. They can provide additional information or arguments to support their case and request a review of their work. This mechanism fosters transparency and open communication between graders and team members, promptly rectifying potential errors or misunderstandings.
To initiate an appeal, follow these straightforward steps:
- Go to
- Choose the appropriate Scorecard
- Click
which can be found at the top of the Scorecard you selected
- Enter the Appeal mode
- Once you have completed crafting the explanation for the QA parameters requiring re-evaluation, please click on the
button to finalize the process.
Assignments
As a Manager or Grader's Lead, we understand how exhausting it can be to assign tickets for evaluation to the Graders manually. That's why at Pathlight, we have implemented an automated feature that simplifies this process. This feature enables tickets to be automatically and randomly assigned to the Graders, saving valuable time and effort. With this automation, the ticket assignment process becomes more efficient and allows for fair workload distribution among the Graders.
We have prepared a sample video demonstrating navigating and utilizing the QA Auto Assignment feature from existing QA Templates.
Smart Sampling
We use the Smart Sampling technique to select a representative subset of tickets or interactions for evaluation. It involves using intelligent algorithms and statistical methods to automatically and systematically choose a sample that accurately reflects the overall quality of the support provided. This approach helps optimize the evaluation process by focusing on critical areas, identifying trends, and providing actionable insights to improve overall performance. Our Smart Sampling helps save time and resources while ensuring a comprehensive and reliable evaluation of customer interactions.
Auto Graders
We have automated features that assess and evaluate various aspects of customer interactions or support tickets. These features utilize algorithms and predefined rules to analyze elements such as sentiments, phrase tracking, grammar, and spelling to provide automated grading or scoring.
- Sentiment Analysis: Analyzes the tone or sentiment expressed in customer interaction and assigns a score based on predefined sentiment categories like positive, neutral, or negative
- Phrase tracking: Assesses the usage of specific phrases or keywords in the conversation to ensure compliance with predefined guidelines or best practices
- Grammar and spelling: Focus on identifying errors or inconsistencies in grammar and spelling within the text
Auto Graders play a significant role in streamlining the QA process by automating certain aspects of evaluation. They can help save time, increase efficiency, and provide consistent and standardized assessments. However, it's important to note that auto-graders may not capture the full context of interactions and may require human review and intervention for more nuanced assessments.
Please take a moment to watch this brief demonstration showcasing how Auto Graders function within the Pathlight system. The demo will provide you with an overview of the automated grading process, highlighting the key features and functionalities of Auto Graders.
We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.