HiQ Support
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Articles
Recent activity by HiQ Support-
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...
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Performance by Agent
On your Dashboard, inside the Teams/User Performance block, you will see a list of agents or teams under your account. In this section, you notice that you can view the following information: Ag...
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Invitation Recieved
Welcome! To get started, navigate to the invitation email you received to join HiOperator's CX Empowerment Hub. Select the Click To Login! button, and sign in with the Username and Password provide...
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Add/Edit Company Events
If you are looking to add an event that your company may view, notate, and keep track of, navigate to your Dashboard. On the right-hand side, you will see a block called Upcoming Events. To Add Ev...
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View Review Details
When you look at a ticket that has a QA, you will see a greyish button at the bottom of the response that says View Review. Click that button to see the review details. If the reviewer left an addi...
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QA Review Task
Show Open Tickets Hide Agent Name Sampling Method Assignment Details Goal Status Target vs Completed