User permissions required: ‘Quality of Service’, AND 'Pre-trained labels' (if using them)
What is Quality of Service (QoS)?
The platform combines the overall sentiment, i.e. tone, and impact of intents in every message to automatically compute a configurable Quality of Service (QoS) score for each message. It also enables real-time QoS dashboards and alerting based on predefined thresholds.
This functionality has many useful applications, including (but not limited to):
- Quality assurance across customer facing teams
- Identification of prevalent customer issues & recovery opportunities
- Performance monitoring & proactive customer interventions
- Prioritisation of agents’ work & time management
The QoS feature helps to ensure that customers are provided with the highest quality of service, whilst identifying priority areas for improvement. It allows managers to measure agents’ performance, prioritise their work and drive timely interventions.
How does it work?
The platform automatically calculates a Quality of Service (QoS) score between -10 and 10 for every message. It does this by combining the predicted tone score (also -10 to 10) with the combined impact scores across label predictions (weighted by prediction confidence).
Label impacts make up the majority of the QoS score, with tone representing ~10% of the score.
How to set this up
Step 1: Ensure that you have the right permissions to enable QoS ('Quality of Service' AND 'Pre-trained labels' where applicable)
Step 2: Turn on pre-trained labels, on key QoS intents that are applicable to your use case. These can be made trainable or non-trainable.
Step 3: Turn on tone analysis (tone is incorporated into the QoS score). This can be enabled in a dataset’s settings page (accessible via the top navigation bar), on the 'General' tab.
'Tone analysis' toggle on the dataset settings page
Step 4: Change the label impacts. Every label can be assigned an impact score from -10 to +10 (many are typically left at 0).
You can change the QoS label impact by clicking into a label's settings (via the Explore tab, on the taxonomy bar on the lefthand side), and adjusting the QoS slider on a label.
Slider to adjust QoS impact
Tracking and monitoring
Example QoS features associated with tracking and monitoring
We can use QoS within the following Communications Mining product features:
- Charts: Charts displaying QoS are available in the Label Summary, Trends, and Segments tabs within Reports, and they can all be added to dashboards for monitoring
- Filters: QoS and tone scores become a property of each verbatim, meaning they can be filtered on in Reports and Explore
- Explore: There are sort orders in Explore for QoS and Tone, allowing users to explore qualitative examples of high and low scoring verbatims Input to
- Alerts: QoS and tone can be filter inputs to alerts, and alert types are available for tracking changes in QoS scores
What does it look like?
Example verbatim with QoS enabled