HiQ Support
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Articles
Recent activity by HiQ Support-
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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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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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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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: 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...
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Add Coaching Session
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What is HiQ Coaching?
OverviewCoaching Sessions are a core component of your customer experience (CX) quality program—designed to provide structured, data-informed feedback to agents. These sessions serve as a consisten...
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What is HiLite?
Overview The HiLite AI Classification System enhances your customer experience (CX) strategy by automating the categorization and routing of inbound tickets. By intelligently tagging tickets with c...
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Understanding User Access Within Your Company
To ensure the right people have the right access, [Your Company/Product] supports six primary user roles: Stakeholder, Admin, Manager, Coach, QA Manager, and Agent. Each role is designed to align w...
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Configuring Company Settings
If you are looking to add, remove, or change the settings you set for your company, first navigate to Settings on the left-hand side, then click Company Settings. There are two tabs at the top: G...