Quality Management¶
Quality Management (QM) is where recorded queue calls are scored against an evaluation form, and where those scores add up into something a team lead can act on:
- What do we evaluate a call against? An evaluation form: sections of weighted questions, published as a frozen version.
- Which calls? Evaluate searches the recorded queue calls, so an evaluator can listen to one and score it.
- How did the evaluation go? Evaluations lists what has been submitted, plus your own drafts.
- What does it add up to? Results groups the scores by agent, queue, evaluator and time, and shows which questions fail most.
Who this page is for
Administrators who switch the module on and grant access, the QA leads who write the forms, and the evaluators who score calls. Agents do not see their evaluations in this release.
Where the module lives¶
Portal → Contact Center → Quality Management
Quality Management runs in the same Contact Center application as Workforce Management. It is not a section of the Portal. Selecting it in the Portal sidebar opens it in a new browser tab and signs you in automatically, so you do not log in twice.
When your account and role give you both modules, the Switch module button at the top of the sidebar moves you between Quality Management and Workforce Management without going back to the Portal. With only one module, the button is not shown.
Queues, recordings and the reports are still configured and read in the Portal. This application covers forms, evaluations and their results.
Finding your way around¶
The sidebar has the same three groups as Workforce Management:
| Group | Holds | For |
|---|---|---|
| Cycle | Today, Evaluate, Evaluations, Results | The work you do every day |
| Setup | Evaluation forms | Authored rarely, so kept off the daily path |
| Wizards | Getting started | What the account still needs before a call can be evaluated |
Every screen explains itself
Beside the title of every screen is an ⓘ button. It opens a panel that says what the screen is for, what you do on it, what it is not for, and links into the concepts behind it. The ? button opens the conceptual guide on its own.
Turning it on¶
Two switches decide who gets Quality Management. Both are needed.
1. The account gets the module¶
Portal → Configuration → Accounts → (the account's CallCenter icon) → Quality Management
The provider that manages the account decides whether it has the module. The switch is shown only while Contact Center is enabled on the account. With it off, the module is not served to the account at all, and anyone who opens the Contact Center application is told to talk to their provider.
2. A role is allowed to use it¶
Portal → Configuration → Roles → (a role) → Contact Center → Quality Management
Unlike Workforce Management, Quality Management has two separate actions, because writing forms and scoring calls are different jobs:
| Action | Lets the user |
|---|---|
| Manage forms | Create, edit, publish, archive and delete evaluation forms, and reopen a submitted evaluation |
| Evaluate calls | Search calls, create and submit evaluations, and read every evaluation and every result of the account |
A user with neither action is not offered the module. A user without Evaluate calls does not see Evaluate in the sidebar.
Both actions are enforced by the server on every request, not only hidden in the screen: a role without them is refused even if somebody types the address directly.
Existing roles do not gain it automatically
Built-in roles with full Contact Center access receive both actions. Reports-only Contact Center roles are denied the module. Custom roles created before the module was installed do not get it: turn it on for the roles that need it.
Working in a customer's account¶
The Contact Center application has no account switcher: everyone who works in it is a user of that account, and every evaluation is signed by that user.
An administrator of a parent account who opens Quality Management while working in a customer's account is first asked which of that account's users to act as. The application then opens as that user, and a bar across the top says who you are acting as for the whole session. Evaluations you submit are recorded under that user.
Getting started¶
Wizards → Getting started
Until the account has a published form, the module opens on Getting started instead of on Today. The steps are a chain, each one needed by the next:
| Step | Where it is done | |
|---|---|---|
| 1 | Create a form | Setup → Evaluation forms |
| 2 | Publish a form | Setup → Evaluation forms |
| 3 | Submit your first evaluation | Cycle → Evaluate |
The wizard changes nothing by itself. It checks what the account already has, and a finished step keeps a Review button. Today and Results stay empty until the first evaluation is submitted, because they count submitted evaluations only.
Evaluation forms¶
Setup → Evaluation forms
A form is what a call is evaluated against. It is made of sections of questions. Sections group questions and show a subtotal. Questions carry the weight.
Question types¶
| Type | How it scores |
|---|---|
| Yes / No | "Yes" earns the full weight, "No" earns nothing |
| Multiple choice | Each option is worth a number of points. One option must be worth the full weight |
| Scale | A numeric scale. The points earned are proportional to the value chosen |
Every question has:
- a weight: the most points it can earn;
- optional help text for the evaluator;
- an Allows N/A flag, for questions that do not apply to every call;
- for Yes / No questions, a Critical flag (see Critical questions).
Draft, published, archived¶
- A new form is a draft, and a draft is not offered for evaluations.
- Publishing freezes a version and makes it available to evaluators.
- Editing a published form starts a new draft. Publishing that draft creates a new version, which is offered for new evaluations from then on.
- Evaluations already made keep the version they were scored against. Their questions and scores never change when the form changes.
A form that has evaluations cannot be deleted. Archive it instead: an archived form is no longer offered for new evaluations, drafts already started on it can still be submitted, and its evaluations stay readable. A form with no evaluations can be deleted.
Evaluating a call¶
Cycle → Evaluate
Calls are searched by where they came from, with one list per source:
- Inbound queue calls;
- Queue outbound calls;
- Campaign calls.
Each list is read from a different record of the call, which is why they are separate. Filter by date range, queue, agent extension, disposition, and whether the call has already been evaluated.
Only recorded calls
An evaluation needs the audio, so calls without a recording are not listed. A call whose recording can no longer be played, or that your role is not allowed to hear, cannot get a new evaluation. Evaluations made before the audio was lost stay readable, with a notice that the audio is gone.
Short pages are normal
Filters are applied to each page as it is read, so a page can come back with fewer calls than a full page. Load the next page to keep going.
Opening a call shows the player, the call details (queue, agent, direction, times, disposition, and the agent's call rating and the customer satisfaction score when there is one), the transcript when one exists, and the published form you choose.
Saving and submitting¶
- Answer the questions, add a note to any answer, and an optional general comment for the whole evaluation.
- Save keeps a draft. Only its author can see or edit a draft.
- Submit makes the evaluation final. A submitted evaluation cannot be edited.
Each evaluator has one evaluation per call and form. Opening a call you already evaluated with the same form opens your existing evaluation again instead of starting a second one. Several evaluators can evaluate the same call, which is the basis for comparing how different evaluators score.
If a form is published again while you are in the middle of a draft, your draft keeps the version it started with.
Reopening¶
A user with Manage forms can reopen a submitted evaluation, which turns it back into a draft for its author. The reopen is recorded (who, and when). While it is reopened, the evaluation is left out of Results until it is submitted again.
Which agent is evaluated¶
The agent is the one who answered the call, taken from the call record. When the evaluation is created, that agent's extension is matched to a user of the account, and the evaluation stores the user together with the extension and name as they were at that moment.
If the extension does not match any user, the evaluation is still created and marked agent not resolved. Results list those evaluations apart and never add them to another agent.
How a score is reached¶
Each answer earns points up to its question's weight. The score is the points earned out of the points possible, from 0 to 100.
- An N/A answer is left out entirely: it neither earns nor costs points.
- A draft with unanswered questions has no score yet.
- An evaluation where every answer is N/A cannot be submitted.
The server computes the score every time a draft is saved. Nothing on the screen adds it up, so the score you see is always the one that is stored.
Critical questions¶
A Yes / No question can be marked Critical. Answering it "No" marks the evaluation as a critical failure, whatever the score. The score is still computed and kept. The critical failure is reported next to it, not instead of it, so Results can show both the average score and how often calls fail a critical question.
Today¶
Cycle → Today
What is waiting for you — your own drafts — and how the last seven days scored: how many evaluations were submitted and their scores. It changes nothing. Drafts are not counted in its totals.
Evaluations¶
Cycle → Evaluations
Submitted evaluations, plus your own drafts. Narrow the list by one of agent, evaluator or queue, plus form and critical failure. Open an evaluation to read it, or to reopen it if you have Manage forms.
It filters by one dimension at a time. To cross agent, queue and form, use Results.
Results¶
Cycle → Results
What submitted evaluations add up to:
| View | Shows |
|---|---|
| By agent | Average score, number of evaluations, critical-failure rate |
| By queue | Average score, number of evaluations |
| By evaluator | Number of evaluations, and the average score each evaluator gives |
| Trend | Average score per day or per week |
| By question | For one version of a form, which questions fail most often |
An evaluation counts on the day it was submitted
Results place an evaluation on the day it was submitted, in the account's time zone — not on the day of the call. Drafts never count, and a reopened evaluation is left out until it is submitted again.
Frequently asked¶
Can agents see their own evaluations? Not in this release. Evaluations and results are visible to users whose role has Evaluate calls or Manage forms.
Why can I not find a call I know was answered? Check that it was recorded: only calls with a recording are listed. Then check the source — an outbound queue call is in Queue outbound, not in Inbound — and the filters, which apply page by page.
Why can I not start an evaluation on this call? Its recording cannot be played, or your role is not allowed to hear it. An evaluation needs the audio.
I changed a form. Why did old evaluations keep their old score? By design. An evaluation is scored against the version it was made with, and keeps it. Your change is a new version, used by new evaluations.
Why can I not delete this form? It has evaluations. Archive it instead: it stops being offered for new evaluations, and its history stays readable.
The module says it is not available for my account. The account does not have Quality Management. Ask your provider to enable it. If the message says the entitlement could not be read, that is a temporary read failure, not a decision: try again.