![]() This officiates the appeal and centralizes the discussion on the dashboard, where both reviewer and the reviewee can learn and align. Agents, through this, can succinctly dispute the score and request a change or additional feedback. Now, they are evolving the process and will adopt Klaus’ newer Disputes feature. It’s important to have a process that addresses and validates a back-and-forth.īefore, they used the Pins for Coaching feature to flag each appeal and ensure that it was addressed. This happens often for larger teams – for example when conversations include more than one agent. One problem they encounter repeatedly is that of agents appealing a grade. They use Klaus to grade the graders, so to speak, using the same conversations, filters, and scorecard setup as their regular conversation reviews.Īdditionally, identifying hard-to-score categories or misalignment between reviewers is easier than ever since all session outcomes can be reviewed on a dedicated calibration dashboard. To ensure this, Pipedrive conducts regular calibration sessions to ensure all the graders are on the same page. Maintaining fair and consistent grading with regular calibration sessionsĪ crucial element of any successful support QA program is ensuring that the feedback agents receive is fair, consistent, and unbiased, no matter who is doing the conversation reviews. They can also now narrow down on specific project-based scenarios they want to analyze in greater detail (like bad feedback for product or feedback loops). ![]() Identifying and analyzing bad CSAT conversations is pivotal to their quality assurance – made possible through Klaus. They use a 2-point rating scale and make sure each agent receives at least four points of feedback every week. In combining these formats, Pipedrive is able to capitalize on their insights with better training. Manager reviews promote a regular feedback cycle across team members.QA Specialist reviews provide more meaningful insights and higher analysis of trends and reporting.This is possible because they have both QA Specialists and managers conducting reviews. Identifying areas with the highest learning potentialĪt Pipedrive, they aim to grade at least 7% of all their interactions across channels – a much larger percentage than many companies who conduct QA. For more information, see the Pipedrive docs for rate limitations.The team also uses Zoom occasionally for calls, which they review through the Klaus browser extension – which enables seamless reviews outside a helpdesk. The Pipedrive connector will gracefully handle rate limits. The Pipedrive connector supports the following sync modes: FeatureĪpart from Fields streams, all other streams support incremental. Your Pipedrive connector is set up to work with the OAuth authentication. Now you can fill the fields Client ID, Client Secret, and Refresh Token. With the registered app, you can follow the authorization flow to obtain the client_id, client_secret, and refresh_token secrets. Step 2 - Follow the Oauth Authorization flow: Follow these instructions to register your integration. So, to authenticate Airbyte, first you need to create a Pipedrive private app in the marketplace. Pipedrive allows integrations with its API through registered apps. See How to find the API Token for detailed information. You can get the API Token manually from the Pipedrive web app by going to account name (on the top right) > Company settings > Personal preferences > API. The company's admin can give you access to your API token by enabling it for you from the Settings in Pipedrive web app.įor more information, access enabling API for company users. If you don't see API next to the Your companies section, it's due to the permission sets handled by the company's admin. The Pipedrive connector accepts two authentication flows: Via API Token Authentication A client_id, client_secret, and refresh_token.This page contains the setup guide and reference information for the Pipedrive connector.
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