Verint
Which icon we use to calculate the score before officially submitting the form in Verint?
The calculator icon
What is DOMO used for?
(Open question)
What are the key differences between the B2B and B2C Business Models?
(Open question)
What is the difference between listening vs hearing?
(Open question)
Which icon do we click to get the call ID/contact ID when filling an evaluation in Verint?
The information icon
Can I schedule an export in DOMO?
Yes
What is the new passing score in the Quality Assurance program?
96%
What are the comprehensive questions to make in effective coaching?
1) open-ended questions
2) closed-ended questions
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
Can filters be saved in DOMO?
Yes
Mention the two main quality forms (to evaluate)
Agent monitoring form + Program monitoring form
What are the 3 types of corrective feedback?
1) Analyst feedback
2) Generic feedback
3) Impactful feedback
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
How often is the data refreshed in the DOMO QA reports?
Hourly
Daily
Weekly
Monthly
Daily
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
What is the impact of effective feedback?
Motivate
Discourage
Improve performance
Redefine goals and objectives
Motivate and Improve performance are correct
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
How can access DOMO:
Typing mastercard.domo.com in the browser
Visiting the tools section under the HUB
Visiting domo.com
Typing mastercard.domo.com in the browser
Visiting the tools section under the HUB
What attributes do not have an Auto Fail rule?
Tools & resources used accurately + Signposted options & self service solutions
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