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IQ Evaluate

Introduction​

Evaluate provides assistance to Contact Centre agents to help them write to a desired tone - this could be to encourage a more professional tone, or a more empathetic tone for delicate situations.

The following categories are available for evaluation:

  • Casual - Relaxed, conversational, and friendly
  • Empathetic - Warmth, care, and emotional sensitivity
  • Profanity-feature - Flags inappropriate or offensive language
  • Professional - Formal, respectful, and business-appropriate

Enablement​

Once the Ready Checklist shows all required steps are completed, Evaluate can be enabled from NEONNOW Admin. Enable by switching on the main Evaluate Toggle.

Once enabled, select each category as required. In a future release of NEONNOW, each category will be dynamically controllable by custom Contact Attribute.