Built-in Questions and Forms

Salted CX provides built-in content to help Quality Assurance, Team Leaders, and other people in the company to perform reviews, provide feedback to agents, and annotate data for training AI.

Built-in Questions

Salted CX provides a built-in set of questions and tags that you can use to review turns and engagements. These questions and tags are useful as Salted CX understands their meaning and can provide built-in reporting on top of those. The built-in questions can also be used to create auto reviews.

note

Contact Salted CX to create tags and questions for you. This step cannot currently be done directly in the application.

Question or Tag	Type of Question	Description and Usage
Agent Burnout	Tag	The agent's behavior seems to indicate risk of the agent burnout.
Bookmark	Tag	General purpose tag that enables to bookmark parts of customer journey for easier access later.
Bot Handling Candidate	Tag	The turn is a good candidate for being handled by a bot instead of an live agent.
Broken Promise	Tag	The agent broke a promise given to a customer.
Compliance Issue	Tag	The turn has a compliance issue in it.
Confusing	Tag	The information in turn can be considered correct but the message can be confusing for users.
Customer Retention Risk	Tag	The customer behavior indicates that they might stop using your products or services.
Customer Rights Issue	Tag	The agent did something in violation of customer rights.
Customer’s Objection	Tag	The customer objected to something the agent offered to him.
Disclosed Internal Information	Tag	The agent disclosed an information that should not be shared outside of the company.
Escalate to Human Agent	Tag	This should have been escalated to a human agent rather than handled by a bot.
Escalate to Supervisor	Tag	This should have been escalated to supervisor instead of user or bot.
Exceeding Expectations	Tag	The agent goes extra mile and exceeds customers expectations and also minimal company requirements.
Excuse for Delay	Tag
Failed to Resolve	Tag	The agent failed to resolve the issue even when it was possible to do so.
Feedback to Agent	Free Text	Freeform feedback to the agent that is neither specifically negative or positive.
Financial Impact	Tag	The agent caused a decision that has a negative financial impact on the company.
Frustrated Customer	Tag	The customer clearly communicated that they are frustrated. They were name calling the company for example.
Good Rapport	Tag	The agent managed to built a rapport between them and the customer.
Grammar Issues	Tag	The turn contains grammar errors that worsen readability of the message or look unprofessional.
Happy with Agent	Tag	Customers expressed that their happy with an agent.
Happy with Company	Tag	Customers expressed that they're happy with your company.
Happy with Process	Tag	Customers expressed that they're happy with a process they are going through.
Happy with Product	Tag	Customers expressed that they're happy with your product or services they are going through.
Happy with Vendor	Tag	Customers expressed that they are happy with your vendor, partner, supplier, etc.
Ignored Request	Tag	Turn of the customer that agent have not responded to.
Improve Canned Answer	Tag	Indicator that a canned answer should be improved to cover additional, cases, improve clarity
Incomplete Information	Tag	The agent provided incomplete information to the customer.
Incorrect Information	Tag	The agent provided the customer incorrect information.
Inflating Performance	Tag	The agent made illicit actions that were not according to the process and were clearly intended to increase the agent performance metrics.
Introduction	Yes/No/Not Applicable	Did the introduction follow the company guidelines?
Knowledge Gap	Tag	The agent has a knowledge gap that causes handling
Late Response	Tag	The agent responded later than expected by the customer based on the previous communication.
Legal Issue	Tag	The turn is a potential legal issue.
Menu Candidate	Tag	The turn is a good candidate of being to handled by self service such as menu on the web or in the IVR.
Missed Sale Opportunity	Tag	The agent missed an opportunity to sell something to the customer.
Missed Upsell Opportunity	Tag	The agent had opportunity to offer the customer additional products and services but they have missed the window of oppotunity.
Missing Apology	Tag	The agent should have apologized to the customer at this point but didn’t do it.
Missing Approval	Tag	The agent haven’t gone through an approval steps for sending a message that requires an approval.
Missing Follow Up	Tag	The agent did not create a followup for the customer request when necessary.
Missing Next Steps	Tag	The agent should have provided the next steps but failed to do so.
Missing Verification	Tag	The agent has not verified customer according to the required process.
Misunderstood Customer	Tag	The agent misunderstood the customer. For example they repeated the customer request inaccurately.
Next Steps	Tag	The agent provided next steps for the customer issue even when a customer has not asked about them, but there is a reasonable chance that the customer would encounter them once they resolve their current issue.
Not Authentic	Tag	The agent responses in a way that feels robotic and scripted.
Not Helpful	Tag	The agent responded in the way that was objectively not helpful.
NPS	Number	Industry standard NPS.
Off Script	Tag	The agent went off script.
Offensive	Tag	The turn contains content that the customer is likely find offensive.
Opportunities	Free Text	Free description what the agent is doing right. Use this to encourage agents and reinforce a good behavior.
Outdated Information	Tag	The agent provided information that is no longer current and considered outdated.
Poor Empathy	Tag	The agent should have expressed empathy with the customer but they did not.
Poor Followup	Tag	The agent created a poor followup that is missing important information.
Poor Objection Handling	Tag	The agent did not handle the customer objection well. The agent has not used the expected response for a given customer objection.
Poor Translation	Tag	The turn was not well translated by the tools used in the contact center.
Privacy Issue	Tag	Private information was shared in a way that is not aligned with the process and may cause compliance issue.
Process Issue	Tag	The turn hit an issue with business processes.
Process Not Followed	Tag	The agent has not followed a given process.
Proposed Wording	Free Text	Exact wording that the agent should have used when answering to a customer. Use this to teach agents what to answer to customers in different situations. This can be just a fine polishing their response or giving them totally different direction on how to respond.
Punctuation Issues	Tag	The turn contains punctuation errors that worsen readability of the message or look unprofessional.
Reach to Customer	Tag	Mark that you should reach back to the customer regarding this issue.
Repeating Customer Words	Tag	The agent just repeated what customer exactly said without adding any additional information or confirming unknowns.
Reviewed	Tag	Marks the engagement as reviewed.
Rude	Tag	The message of the agent might be perceived rude by the customer.
Sentiment	Single Choice	Customer sentiment based on the turn expresses how how customers likely feel based on how they express themselves in the conversation.
Slow Tools	Tag	Agent is using tool that is not efficient when handling the customer. This can be performance issue, need for an agent to make unnecessary steps in an application, etc.
Strengths	Free Text	Free description what the agent should do better the next time. Use this to drive agent behavior change.
Stressed Agent	Tag	The agent is noticeably stressed.
Structure Issues	Tag	The communication was not well structured to be easy to understand by the customers.
Successful De-Escalation	Tag	The agent successfully de-escalated the situation with a customer.
Suggestion for Salted CX	Free Text	Free text that our users can use to report suggestions for Salted CX that are attached to turns and engagements. For example on how to better visualize a selected item in the customer journey.
Summary	Free Text	Condensed information about the most important points in the turn or an entire engagement.
Technical Issue	Tag	The agent encountered a technical issue that affected the conversation.
Too Pushy	Tag	The agent was pushing a product, service at the level that was not comfortable to customers.
Too Wordy	Tag	The response to customer is wordy.
Unanswered Questions	Tag	The agent has not answered all customer questions.
Unhappy with Agent	Tag	Customers expressed that their unhappy with an agent.
Unhappy with Company	Tag	Customers expressed that they're unhappy with your company.
Unhappy with Process	Tag	Customers expressed that they're unhappy with a process they are going through.
Unhappy with Product	Tag	Customers expressed that they're unhappy with your product or services they are going through.
Unhappy with Vendor	Tag	Customers expressed that they are unhappy with your vendor, partner, supplier, etc.
Unnecessary	Tag	This turn is not necessary. Agent should have just omitted this message would save some time.
Unnecessary Apology	Tag	The agent apologized even when the apology was not necessary.
Unnecessary Escalation	Tag	The agent decided to escalate the conversation even when the escalation was not necessary from the company policy perspective.
Unnecessary Follow Up	Tag	The agent created initiated a follow-up (such as case creation or scheduling another call) when it was not necessary.
Unnecessary Transfer	Tag	The agent decided to transfer the conversation even when they should be able to handle the customer.
Unprofessional	Tag	The communication with customer did not meet the level required by the company.
Unrealistic Promise	Tag	The agent promised or build an expectation at the the customer side to do something that is not realistic.
Unredacted Information	Tag	The turn exposes an information that should have been redacted by Salted CX.
Unsuitable Product Offer	Tag	The agent offered a product that was not suitable for the customer based on the information the agent had available.
Urgent	Tag	Customers` request is urgent and requires immediate resolution.
Use for 1 on 1	Tag	Marks the turn for a discussion during on on one meeting.
Use for Calibration	Tag	The turn is a good candidate for calibration reviews.
Use for Training	Tag	The turn is a good candidate for training sessions.

Built-in Forms

Built-in forms are general-purpose forms suitable for basic needs across verticals. Salted CX provides them as a starting point so you can start doing reviews and providing feedback from day one.

note

Contact Salted CX to create new forms for you. This step cannot currently be done directly in the application.

Form	Description
Agent Well-Being	Form focused on keeping agents happy and engaged when working.
Automation Opportunities	Form focused on pin pointing areas that can be handled with automated tools such is self-service, IVRs or bots.
Bot	Form focused on providing feedback on bot performance. This feedback can be used to improve the bot to handle better various scenarios or identify scenarios in which the customer should rather be talking to a person.
Communication Style	Form focused on how the agent communicates with the customer and issues that are in the message.
Compliance	Form focused on potential compliance issues that happen in the conversations.
Customer Experience	Form focused on how the customer feels specifically when the customers themselves express their experience.
Customer Retention	Form focused on identifying risk of losing the customer.
Customer Trust	Form focused on providing customers’ with accurate information and building their trust.
Customer Understanding	Form focused on whether the agent is good at understanding the customer. Whether the agents can tell how customers’ feel and what they are asking for.
Feedback to Agent	Form focused on providing feedback to an agent.
Inefficiency	Form focused on areas where agents or processes led to additional unnecessary work by either doing actions that take their time or the time of other people in the company.
Process Adherence	Form focused on how the agents follow company processes and whether the processes themself are suited to cover customer needs.
Process Improvement	Form focused on improving the process agents follow during conversations and the tools they have available.
Sales Skills	Form focused on sales performance.