Verint
DOMO
QA Framework
Coaching/Feedback
100

Which icon we use to calculate the score before officially submitting the form in Verint?

The calculator icon

100

What is DOMO used for?

(Open question)

100

What are the key differences between the B2B and B2C Business Models? 

(Open question)

100

What is the difference between listening vs hearing?

(Open question)

200

Which icon do we click to get the call ID/contact ID when filling an evaluation in Verint?

The information icon

200

Can I schedule an export in DOMO?

Yes

200

What is the passing score in the Quality Assurance program?

85%

200

What are the comprehensive questions to make in effective coaching?

1) open-ended questions

2) closed-ended questions

300

What are the steps to select in Verint to evaluate an email/chat interaction?

Home > Tracking > Schedules

Home > Interactions > Evaluate

Home > Interactions > Search


Home > Interactions > Evaluate

300

Can filters be saved in DOMO?

Yes

300

Mention the two main quality forms (to evaluate)

Agent monitoring form + Program monitoring form

300

What are the 3 types of corrective feedback?

1) Analyst feedback

2) Generic feedback

3) Impactful feedback

400

What are the steps to select in Verint to evaluate a phone interaction?

Home > Tracking > Schedules

Home > Interactions > Search

Home > User management > Groups

Home > Interactions > Search

400

How often is the data refreshed in the DOMO QA reports?

  • Hourly

  • Daily

  • Weekly

  • Monthly

Daily

400

Mention the 5 Attributes of the Customer Critical section?

1) Identified & Understood Customer Request

2) Provided Complete & Accurate Information

3) Delivered a Professional service

4) Personalized Experience

5) Provided First Contact Resolution

400

What is the impact of effective feedback?

  1. Motivate

  2. Discourage

  3. Improve performance

  4. Redefine goals and objectives

Motivate and Improve performance are correct

500

How can we add a QA Form as a Default Form in Verint?

Preferences > Interactions > Default form > Select which form

Preferences > General > Default form > Select which for

Preferences > Workforce management > Default form > Select which form

Preferences > Interactions > Default form > Select which form

500

How can access DOMO:

  1. Typing mastercard.domo.com in the browser

  2. Visiting the tools section under the HUB

  3. Visiting domo.com

  1. Typing mastercard.domo.com in the browser

  2. Visiting the tools section under the HUB

500

What attributes do not have an Auto Fail rule?

Tools & resources used accurately + Signposted options & self service solutions

500

What are the 5 steps in the writing feedback?

1) Clear and specific

2) Credible

3) Clear and concise

4) Support for success

5) Objective and ethical

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