🛡️Real time Compliance and Quality
The "Compliance" section of your project allows you to configure mandatory compliance and conversation quality elements.
Compliance elements will be dynamically displayed to your users during their sessions, based on their settings.
Quality elements are monitored during your users' sessions but are not dynamically displayed.
These two elements (compliance and quality) are scored per user and per session, allowing you to assess compliance with best practices and the continuous improvement of your teams' conversational performance.
They also allow you to collect evidence of compliance and quality. As soon as an event related to one of these elements is detected, we record the associated transcript, which you can then find in the Reports.
A topic cannot be one of conformity and quality at the same time.
Compliance topics
The gray boxes summarise all the important elements of your compliance topics:
Topic name
Trigger event
Instructions that will be dynamically displayed to the user
Vocal triggers for validating the compliance element
Vocal triggers for rejecting the compliance element
Reminders
The trash can icon located in the bottom right corner of a tile allows you to delete this compliance element from your project.
The pencil icon and the "Edit" button located in the top right corner of a tile allow you to configure all the elements that make up a compliance element.
When you click the "Add a Compliance Topic" button, the following window appears.
1. Configuration
To select a compliance topic, you can:
Choose a topic that already exists in the organisation;
Create a new topic (see Topics).
The trigger condition allows you to configure the event that triggers the display of this compliance element in CogNeed sessions:
Minimum duration: Session time (in minutes) required before the compliance element is triggered. Using decimals allows you to fine-tune the settings (0.1 = 6 seconds).
Trigger topic: Select an existing topic, the mention of which is required to trigger the compliance element.
You can add multiple trigger topics. In this case, they must all be mentioned to trigger the compliance element.
Conversation engaged: This topic will be mandatory from the first exchanges in the session.
You can select multiple of these trigger conditions. In this case, if one of the conditions is met, the compliance element is triggered.
2. Perimeters
This configuration item requires integration with your telephony tool.
Defining scopes allows you to include and exclude CogNeed sessions from the calculation of compliance scores based on the status or categorisation of your users' calls.
To do this, add call labels in these two fields to include or exclude call statuses.
3. Instructions
Instructions are the main dynamic display element that will be pushed to your users when this compliance element becomes mandatory in their CogNeed sessions.
Fill in the text field with example sentences, recommendations, or tips to follow.
It is customary to include vocal triggers for validating the compliance element within the instructions, and to put them in bold.
4. Reminders
Compliance reminders will be displayed to the user if the compliance element is mandatory in the session, has not yet been validated, and the reminder condition is met.
Enable or disable reminders for this compliance element;
Set the reference time (in minutes);
Set the reminder frequency.
5. Forbidden triggers
Forbidden triggers allow you to define vocal triggers that, when spoken by your users, invalidate the associated compliance element, even if it has previously been validated.
Choose existing vocal triggers in the project; or
Create new vocal triggers by clicking "Add Trigger."
Quality topics
The following table summarises the quality topics currently configured for your project.
When you click the "Add a quality topic" button, you have the following options:
Choose a topic that already exists in the organisation;
Create a new topic (see Topics).
The summary table above allows you to:
Add vocal trigger to a topic by clicking on the topic title.
Delete the configured quality topic by clicking on the trash can icon.
Configure validation triggers by clicking on "N validation triggers." The window that appears allows you to select a "Recommended" (green smiley face) or "Not recommended" (red disgruntled face) icon for all vocal triggers in the topic - see screenshot below.
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