HiQ Support
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Recent activity by HiQ Support-
Reviewing a CSAT Dispute
On the Dashboard, at the lower left-hand side, you will see a section called Disputes. All disputes (CSAT or QA) will appear when you expand this section. In this article, we detail how to review a...
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Reviewing a QA Dispute
On the Dashboard, at the lower left-hand side, you will see a section called Disputes. All disputes (CSAT or QA) will appear when you expand this section. In this article, we detail how to review a...
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Disputing a CSAT
When viewing a ticket in the Overview tab, you will have the opportunity to dispute a CSAT response.On the Overview tab, scroll until you find the CSAT Response and the CSAT Analysis.Click the Disp...
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Agent Dashboard
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Coachee
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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...