PulseCX SharePoint
Where do you locate the PulseCX SharePoint site?
What is PulseCX?
PulseCX is an automated call review tool that leverages AI to analyze recorded student calls to support quality monitoring and coaching. This tool was designed by SparkCX, a third-party company that specializes in building these sort of tools to support businesses.
What is our goal with the simplified Quality Form?
Our goal was to create a Quality form that doesn’t sacrifice the high quality that we currently provide to our students, but that is more simplified, so that you could focus more on the quality of your service versus what points you are receiving on your interaction.
When is the PulseCX Hard launch date?
March 31st
Who reviews our calls?
Recordings have always been captured. PulseCX automates initial review and highlights items for managers to review. Final coaching and performance decisions remain human-led by managers and leadership.
What does the Greeting & Identification component require?
Did the agent introduce themselves at the beginning of the interaction? Look for 'This is' or 'I am' or similar?
Did the agent explicitly mention 'University of Phoenix'?
Where are the resources located on the PulseCX page?
On the purple bar at the top of the page.
Who manages and configures PulseCX?
Managers and Directors configure the scoring prompts and calibration rules to reflect our standards. The system is tuned to those rules and can be edited based on business needs.
What component does the following fall under?
Did the agent demonstrate active listening and validate the student's feelings or situation using supportive, non-generic language?
Empathy & Validation (Legitimize)
Where can you find past calibration content?
Coaching Resources
Is AI taking over for humans?
NO! AI is NOT taking over for humans. AI is a tool to help us with simple/admin tasks freeing up more time for humans to focus on more complex or important items
Which component now contains IPS?
Hold / Silence Management
Who is on the PulseCX Committee?
Carrie, Tracy, Sam, Diana, Rebecca, Andrew, Tim, Laura, Kira, Bryan, and Jennifer
What is the Well-Being Score?
Its purpose is to help leaders notice early signs of burnout, ongoing strain to support you sooner and not after an FA is already overwhelmed.
What if I disagree with a score?
Collaborate with your manager to find a resolution. Managers have been trained in the new escalation process to help mitigate concerns.