1. Description
The Auditor is a specialist in the quality control department, whose task is:
- Create a Scorecard;
- Listen and evaluate the conversation.
Required permissions for the Auditor:
- QUALITY_AUDITOR license;
- The license allows access to the History app and the ability to playback record files (a list of licenses can be found here);
- Access to the Audit application;
- Access to the Scorecards section in the Admin application;
- Permission to create in the Scorecards section;
- Access to the Call History application.
1.1. Create a Scorecard
Scorecard - a monitoring form for evaluating a conversation.
Go to the Scorecard page and click the Add button to create a new Scorecard.
Fig. 1. Storecards page
The General tab opens (Fig.2).
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Fig. 2. General tab
Enter the required data and go to the Criteria tab (Fig.3).
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Fig. 3. Criterias tab
Here you set the data of the criteria of the Scorecard according to which the assessment will be carried out. More about the criteria can be found on the Criteria page.
Click the Save button at the top of the page when the necessary criteria are added
1.2. Listen and evaluate the conversation
Listening and evaluation of the conversation take place in the History page.
Select the call you want to listen to and evaluate. This can be done using filters or a previously created filter preset.
Open the Call visualization page (Fig. 4) by clicking the call info tool (
).
Fig. 4. Call visualization page
You can listen to the recording of the conversation using the call wave.
After listening, you can proceed to the assessment. Open the Evaluation tab (Fig.5).
Fig. 5. There is no evaluation
You must click the Rate the call button to rate the call. The Select the scorecard modal window opens (Fig.6).
Fig. 6. Select the scorecard modal window
When you click on the Scorecard field, a list of Scorecards created in the Audit application opens. The drop-down list shows Scorecards not assigned to any Team and those associated with the Team that the Agent who answered the call is on.
Click the Start button after choosing the Scorecard.
The modal window closes, and the selected Scorecard is displayed on the Evaluation tab (Fig.7).
Fig. 7. Displaying the Scorecard
The display of the Scorecard depends on its settings. It consists of the criteria specified in the Scorecard, a field for writing a comment, and buttons for saving or canceling the entered data.
- is a required question.
The evaluation result is displayed after clicking the Save button (Fig.8).
Fig. 8. The result of the evaluation
One call can only be evaluated once!
Mandatory = sum of scores for required questions * 100% / maximum score for the required questions Scorecard.
Optional = sum of scores for optional questions * 100% / maximum score for the optional questions Scorecard.
Rounding to 2 decimal places.
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