Good day all.
My teams are working on researching ways to automate and/or streamline case reviews for Quality Assurance to ensure that agents are routing cases properly and getting the end users their answers kindly, correctly, and quickly. Ideally we would have a solution that can analyze 100% of cases and give them a score or metric in line with our rubriks that then managers and leadership can look into outliers for coaching, etc. But honestly any way to streamline and improve the process would be amazing to be able to present.
I was wondering if anyone knows of any in-built ways that ServiceNow can facilitate this goal or any addons that might be better for this.
For context, we are currently on Xanadu and working over the next couple of months to upgrade to Zurich in case that influences the answers.
