HiQ Support
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Articles
Recent activity by HiQ Support-
Creating a QA Sprint
A QA Sprint assigns, filters, and focuses your team to QA desired tickets. To create a QA Sprint, you will begin at the QA Manager Leaderboard block on your Dashboard. In the lower left-hand corn...
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Completing a task
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Viewing Individual Agent Dashboard
On your Dashboard, in the block Teams/User Performance, you have the opportunity to view individual agent dashboards, performance metrics, and more. To View Agent Dashboard, click on the expanding...
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New Hiring Coaching & Performance Monitoing
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Managing Custom Teams
If you are looking to manage your custom teams, first navigate to Settings on the left-hand side, then click Teams/Groups.Team/Group Settings Navigation Item This will bring you to where you can ma...
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Managing Teams pulled from CRM
If you are looking to manage your custom teams, first navigate to Settings on the left-hand side, then click Teams/Groups. This will bring you to where you can manage your CRM Team or your Custom...
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Running Manual QA
When viewing a ticket in the Transcript tab, you will have the opportunity to leave a QA review. First, navigate to the response you wish to QA, then click the + Add Review button: Under the Man...
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Permissions
Running Manual QA
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Task Assignment Reporting
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Team Performance Metrics
On your Dashboard, navigate to the Teams/User Performance block. In the top right corner, you can switch between Agent Performance and Team Performance. Click on the expanding arrow next to the Te...