HiQ Support
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Articles
Recent activity by HiQ Support-
Meeting Deadlines with Auto-Tagging and SLA Management
Meeting Service Level Agreements (SLAs) is key to keeping customers satisfied and earning their trust. HiLite auto-tags tickets as soon as they’re created and applies specific SLAs based on the tic...
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Enhancing Efficiency with Auto-Responses
Quick and efficient responses are essential for any organization with a customer service team. HiLite boosts both by automatically tagging tickets as soon as they come in and sending automated resp...
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Streamlining Ticket Management with HiLite's Routing
Efficient ticket management is crucial for customer service success. HiLite enhances this process by automating ticket routing. By automatically tagging tickets and using custom triggers, HiLite ro...
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How To Flag Content
If you believe certain content should be seen by another member, you can flag a message for their review. When reviewing a response on a ticket, in the lower right corner you will see the option ...
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Reviewing a Manual QA
A submitted QA on a ticket shows in both the Overview and Transcript tabs: The Overview tab provides the QA Scout breakdown and interaction summary. If a Manual QA was run on the ticket, it will p...
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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...