If QAScout isn't working in the way that you'd expect for any reason, we do encourage you to reach out sooner rather than later. There's likely a setting or quota somewhere that we can help quickly debug for you -- or perhaps your contact mix needs a slightly different QA model.
That said, some specific issues you might come across:
- These grades are poopypants! <- We've tuned the QA model to the middle of the bell curve. That might not quite be your brand! You might need a different temperature on the QA rubric. Drop us a note! QAScout grew out of an internal tool that we built to use in production for ourselves (to help spot outlier interactions, minimize QA disputes, and get agents continuous feedback) and so we are very good at prodding it to make it behave.
- Uhhh, it's not tagging or grading, or doing anything at all? <- Check that you have credits, check that the API key is valid in your CRM. And then, drop us a note so we can check for errors.
- Ugh, I was testing a bunch of settings and now I've hit my quota. <- No probs! Send us a message and we can likely help you out!
- It's outta control -- make it stop! <- Quick option 1: Go to Classification Settings and toggle "QAScout Classification" off. Quick option 2: You can also go into the API settings in your CRM of choice and delete/deactivate the QAScout API key!
Not quite what you were looking for? Have more questions? We'd love to connect.
You can click here to drop us a note, send us an email directly at support@hiq.cx, or click here to book a few minutes to chat live!