HiQ Support
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Articles
Recent activity by HiQ Support-
QAScout Manual Reviews & QA Campaigns
QAScout is built to be an AI-native QA platform, but it also supports manual QA reviews! You can add manual reviews and comments on specific tickets as you come across them, or run a QA Campaign to...
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QAScout Chart Descriptions
Leaderboard: This shows you all of your QA'd agents over your selected time period, their score, and a few other stats. You can sort them and click the "Ticket" link in the right-most column to dr...
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HiLite Chart Descriptions
Ticket Volume By Topic/Tag What You’re Seeing The Volume by Tag chart is your go-to visualization for understanding how tickets volumes for specific issues change over time and for drilling into i...
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Kustomer - How To Connect
During onboarding, you'll be asked to connect your CRM! If you're on Kustomer, please proceed below: Select Kustomer from the ticket CRM dropdown. Now, to connect everything up, you'll need to gen...
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SuperSAT
Overview SuperSAT is the AI-powered predictive CSAT tool within the HiQ platform by HiOperator, designed to forecast and improve customer satisfaction with every interaction. From pinpointing pot...
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Macro Usage and customizations
On your Dashboard, close to the bottom of the page, you will see the Macros Leaderboard. This section details macros your team uses in alphabetical order, but you can search for specific macros usi...
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SuperSAT Chart Descriptions
SuperSAT Daily: This is your daily average SuperSAT score in the middle of the chart and then your breakdown of how many tickets are currently red/yellow/green as defined by your Thresholds in you...
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QAScout Troubleshooting
If QAScout isn't working in the way that you'd expect for any reason, we do encourage you to reach out sooner rather than later. There's likely a setting or quota somewhere that we can help quickly...
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HiLite Troubleshooting
If HiLite isn't working in the way that you'd expect for any reason, we do encourage you to reach out sooner rather than later. There's likely a setting or quota somewhere that we can help quickly ...
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Gladly - How To Connect
During onboarding, you'll be asked to connect your CRM! If you're on Gladly, please proceed below: Select Gladly from the ticket CRM dropdown. Enter your Gladly subdomain. You'll find this in the ...