How to Start a QA Session

There are a few ways in which to start a ticket review session:

Stella Connect QA offers the ability to initiate a QA review from a piece of feedback on the stream. This encourages more real-time QA, and provides a process for calling out positive feedback and development opportunities as they are identified by your customers.

In an integrated state, initiating a QA review off of a piece of feedback from the stream will launch a new QA review form, with the details of the feedback pre-populated.

Once you've reached the New QA Review page and the interaction details are populated, choose a scorecard to utilize from the drop down list. You can also change the team member you want to review, if there are more than one on the ticket.

Then, click "Start Review" on the top right corner and you're good to go!
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Stella Connect QA offers the ability to randomly select interactions using stream filters, allowing you to find interactions to review without bias. This feature also encourages real-time QA reviewing, even for feedback without a customer response, and helps to ensure bias is not a factor when reviewing interactions.
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First, use the filters on the stream to select any specific qualities you want your ticket types to contain. You may not want to include billing tickets, for examples, or prefer to focus on negative feedback.

Then, once you have filtered, click the recent interaction bubble of the team member you'd like to review, and click "Review Random" on the top right.

This will populate a new review page with the random ticket's information. Don't forget to choose your scorecard before you begin!

Clicking the QA button in the navbar will also have an option called "New Review."

This is best utilized when you have a specific interaction number you know you want to review, and don't need to go find it or randomize it. This is also the best option for our users using manual survey sending.

With "New Review" - a review page will open blank. Simply populate the interaction ID and choose your scorecard and you're ready to begin.

New QA Interactions Page

A new way to launch a QA review! The QA Interactions Page will list all of the interactions from your source system, real-time and filterable, whether or not there was customer feedback related to the interaction.

Stella Connect QA offers the ability to assign reviewers QA completion targets based on customized criteria. This enables clients to easily keep track of QA progress, and also helps to ensure that QA is done as close to real-time as possible by limiting assignments to a rolling 7-day lookback period. Similar to our randomize review from the stream feature, our assignments feature helps eliminate bias in the QA review process by selecting an interaction to review on behalf of QA reviewers.
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Our assignments feature is only available to customers who are integrated with their CRM.

Read more about the details of setting up assignments.