Video Walkthrough
Set Up Checklist
1. Add team members
Add your CSR list to “CSR Selection”
2. Configure QA settings
Set QA to Live
Enable Sync missing call reasons
Enable IVR in Call Recordings if your routing uses an IVR
Enable CSR Coach
3. Review scoring setup
Review Score Metrics (your CSM can assist)
Add metrics from your company’s Rubric
Remove any metrics you don’t need
4. Go live
Once setup is complete, Broccoli will begin reviewing calls immediately
After a couple of days, return to the dashboard to view completed call reviews
Review our QA Agent article for more info.