HiQ Support
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Activity overview
Latest activity by HiQ Support-
HiQ Support created an article,
Reviewing a CSAT Dispute
On the Dashboard, at the lower left-hand side, you will see a section called Disputes. All disputes (CSAT or QA) will appear when you expand this section. In this article, we detail how to review a...
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HiQ Support created an article,
Reviewing a QA Dispute
On the Dashboard, at the lower left-hand side, you will see a section called Disputes. All disputes (CSAT or QA) will appear when you expand this section. In this article, we detail how to review a...
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HiQ Support created an article,
Disputing a CSAT
When viewing a ticket in the Overview tab, you will have the opportunity to dispute a CSAT response.On the Overview tab, scroll until you find the CSAT Response and the CSAT Analysis.Click the Disp...
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HiQ Support created an article,
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HiQ Support created an article,
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HiQ Support created an article,
Coach
OverviewWelcome to the Coaching Session, your personalized performance hub designed to help agents continuously improve through data-driven feedback and one-on-one discussions. Whether you’re a tea...
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HiQ Support created an article,
How to use QA Calibration Sessions
OverviewCalibration Sessions are structured meetings where QA managers and reviewers align on scoring criteria to ensure fair, consistent evaluations. By collaboratively reviewing the same tickets,...
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HiQ Support created an article,
What is QA Calibration
OverviewQA Calibration is a structured, collaborative process designed to ensure consistency, fairness, and accuracy in quality assurance (QA) scoring across your customer experience (CX) team. By ...
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HiQ Support created an article,
What is QA Manual?
Overview While automated metrics reveal trends, manual QA reviews uncover the subtleties of tone, empathy, and problem-solving that raw data misses. Our Manual QA Tools let you design custom evalua...
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HiQ Support created an article,
HiQ: The CX Intelligence Platform
What is HIQ? The HiQ CX Intelligence Platform HiQ unifies every layer of the customer experience program—from classification and sentiment to QA and performance—into a single, AI-enhanced intelli...