Some customer service organizations like to review the work of a new service representative before they're allowed to send email messages to customers. iService includes a special user type that removes a CSR's ability to send messages directly to customers. These CSRs are provided a Submit button instead of a Send button. Their answers are set to a Pending status waiting for manager approval. iService routes these proposed answers to QA Managers for review and approval or rejection. The QA manager functionality is granted by a special User Type access right.
The interface for QA CSRs is identical to other CSRs, except for the submit button. Questions are assigned to the QA CSR agent just like any other CSR. The difference for this user type is that the Send button is removed and replaced with a Submit button. The submit button saves the proposed answer and sets the question status to Pending.
The submit button does not include advanced options such as secure messaging, suppressing reference number, or expect customer reply. Those actions are added by the manager when approving the answer.
Answers that have been submitted by a QA CSR are routed and managed similar to customer questions. They're queued within their topic and assigned to QA Managers using the Get Next QA button, or with the Mass Update action from the Manage Messages page.
The Get Next QA Button
QA Managers can retrieve and review proposed answers by clicking the Get Next QA button.
The Get Next QA button
When the get next QA button is clicked, the proposed answer will be displayed within the “My Messages to Approve” page, and will contain Approve and Reject buttons.
The Approve action buttons for QA
The manager can approve the message and allow it to be delivered to the customer, or they can reject the message and it will be returned to the QA CSR for correction. Comments for the agent can be entered into the private comments area. The “Approve” button works identically to the Send button for the manager. Answers that are sent to customers using the QA process will show the QA CSR as the assigned agent, and the QA manager as the approver.
Approving Answers in Manage Messages
QA managers will see an additional column in their manage messages topic tree that displays the number of answers waiting for approval.
The proposed answers column in the topic list
Managers can toggle their message list using the Agent Proposed Answers checkbox to display these messages.
The proposed answer toggle
Managers can use the mass update actions to approve multiple messages at one time.