Audit Module (Quality Control Module)

Description

Audit Module (Quality Control Module) - a module through which customer service quality control personnel can assess the operator's performance in serving customers to identify common errors and improve customer service in the future.

The primary tool for evaluating operators is a questionnaire that includes a list of criteria. A 100-point scale is used to assess these criteria.

1. The process of adding a new entry to the "Questionnaire Template" directory.

A directory called "Questionnaire Template" has been developed for working with templates.

To create a new questionnaire template, you need to select the menu "Settings"(1), then go to the "System Designer" (2) (Fig. 1).

Open

Fig.1. Opening the "System Designer"

Afterward, in the "System setup" section, locate the "Lookups"(1) subsection  (Fig.2).

Open

Fig. 2. Lookups

From the list of Lookups (Fig.3), select "Questionnaires Templates" and click the button "Open Content" (1).

Open

Fig.3. List of Lookups

To add a new template entry to the directory, click the "New" button (1) (Fig.4).

Open

Fig.4. Adding a Questionnaire Template

The Record page of the questionnaire template consists of the Record profile (1) and the Criteria detail (2) (Fig.5).
Fields of the record profile:

Open

Fig.5. Questionnaire template page

On the record creation page (Fig. 6), fill in the "Name" field (1) and click the "Save" button (2).

Open

Fig. 6. New Record Creation Page

To add an evaluation criterion (Fig. 7), click (1) on the "Criterions" details

Fields of the criteria page:

Open

Fig. 7. Evaluation criteria page

Fill in the “Criterion name” field (1) and fill in the “Maximum evaluation” field (2), click “Save” (3) (Fig.8).
The “Criterion name” field is the name of the criterion (the question itself, for example, “Did the operator say hello?”).

Open

Fig. 8. Adding an evaluation criterion

To activate the added evaluation criterion, check the "Active" box (1) and click the "Save" button (2) (Fig. 9).

Open

Fig. 9. Activating the evaluation criterion

The checkbox “The Criterion is mandatory for evaluation” (1) affects the type of assessment during its calculation (Fig. 10).

If the checkbox is active, its evaluation will be taken into account in the mandatory evaluation of the questionnaire.
If the checkbox is not active, its evaluation will be taken into account in the evaluation for optional questions. Also, such criteria are not mandatory for evaluation in the questionnaire.

Open

Fig. 10. Mandatory/optional criterion for evaluation

The checkbox “Numerical/literal evaluation value” (1) affects whether the assessment will be done using a numerical assessment or through verbal correspondences (Fig. 11).

Open

Fig. 11. Criterion is evaluated by number/literal

If the “Numerical/literal evaluation value” checkbox is activated (1), then a numerical assessment is entered in the “Maximum evaluation” field (2) (Fig. 12).

Open

Fig. 12. Numerical evaluation of the criterion

If the Numeric/literal evaluation value checkbox is not active (1), then the “Object creation literal matching evaluation” detail (2) is unlocked, where you need to add literals (3) and their numerical equivalents (4) (Fig. 13).

Open

Fig. 13. Literal evaluation of the criterion

The “Critical?” checkbox (1) highlights critical (important) criteria in the questionnaire and affects the final score on the questionnaire.
Later, when forming the assessment questionnaire, critical criteria are highlighted in color:

• Red - when the score for the criterion is “0”

• Green - when the score for the criterion is greater than “0”

Open

Fig. 14. Criticality of the criterion

1.1 Adding a record to the Questionnaire template directory with sections

To group the assessment criteria into sections, you need to fill in the “Sections of the questionnaire” directory, which will later be used when adding assessment criteria.
You need to find the “Sections of the questionnaire” directory and click “Open content” (1) (Fig. 15)

Open

Fig. 15. Opening the “Sections of the questionnaire” directory

Add a new record “Add” (1), then specify the Name (2) and save (3) the record (Fig. 16).

Open

Fig. 16. The process of adding an entry to the “Sections of the questionnaire” directory

On the page of creating a questionnaire template, check the “With sections” checkbox (1) (Fig. 17).

Open

Fig. 17. The process of adding a questionnaire template with sections

Next, fill in the criteria for the questionnaire template with sections by clicking on the “+” button (1) of the “Criteria” detail (Fig.18).

Open

Fig.18. The process of adding a criterion to a questionnaire template with sections

The evaluation criterion page additionally displays the mandatory reference field “Section” (1). Fill in the field on the page with a value from the drop-down list of sections (Fig.19).

Open

Fig.19. The page of the evaluation criterion. The “Section” field

In the “Section” field, select the name of the questionnaire section created in the “Sections of the questionnaire” directory (1) (Fig.20).

Open

Fig.20. Filling in the “Section” field

Fill in the questionnaire template with the criteria (Fig. 21).

Open

Fig.21. Questionnaire template page with sections

An example of an evaluation questionnaire with criteria grouped into sections (Fig.22).

Open

Fig.22. Evaluation criteria are grouped by sections in the questionnaire.

2. The process of generating a sequential number for a Questionnaire.

The questionnaire number consists of a prefix and a number.

To change the prefix, you need to open the "System Designer", go to the "System Setup" section, and open "System Settings" (1) (Fig. 23).

Open

Fig.23. System Settings

In the opened window, you need to set a Filter/folders (1) (2) by the system setting code "QuestionnaireCodeMask" (3), and Confirm (4). A list of all system settings that fall under the filter will appear. Open the system setting named "QuestionnaireCodeMask" (Fig. 24).

Open

Fig. 24. System Settings by Filter

In the "Default Value" field (1), enter a new prefix value and click the "Save" button (2) (Fig. 25).

Open

Fig. 25. Questionnaire Serial Number

3. Adding a Questionnaire Process

3.1. Adding a Questionnaire from the Questionnaires Section

A quality control employee can add a service quality assessment questionnaire for a customer interaction, call, or chat from the Questionnaires section (Fig. 26).

To create a questionnaire, go to the Questionnaires section (1) and click the "New" button (2).

Open

Fig. 26. Questionnaires Section Registry

In the popup window (Fig.27), fill in the "Questionnaire Template" (1) and "Operator" (2) fields. After filling in the "Questionnaire Template" field, Creatio adds Criteria (3) to the questionnaire and fills in the "Evaluation" (4) field with the default value of 100.

Open

Fig. 27. Questionnaire Creation Page

On the Questionnaire page, the “Assessment for mandatory questions” and “Assessment for optional questions” fields (1) are automatically calculated according to the specified scores for the criteria details. The values ​​are calculated as the average of the scores for the criteria.
On the Questionnaire criteria details, you need to record information on the assessment criteria, namely the score value (2) and comment (3) for each criterion.
At the end of the assessment process, if necessary, fill in the “Comment to the final assessment” field (4) and click the “Save” button (5) (Fig. 28).

Open

Fig. 28. Questionnaire Editing

3.2. Adding a Questionnaire from the Cases

To create a questionnaire, go to the Cases (1) (Fig. 29) and select the relevant requests from the list. After clicking the "Open" button (2), the record page will open.

Open

Fig. 29. Requests Section Registry

On the Request page, open the "General info" tab  and click the "Add" button (1) (Fig.30)  on the "Questionnaires" details.

Open

Fig. 30. The tab “General info” on the Cases page

Next, in the list of active questionnaire templates, select the questionnaire (1) for which the operator will be evaluated and click the “Select” button (2) (Fig. 31).

Open

Figure 31. Selecting an evaluation questionnaire

In the opened window (Fig.32), the "Operator" (1) and "Case" (2) fields are automatically filled in from the Request page. After editing the questionnaire, click the "Save" (3) button.

Open

Figure 32. The page of creating a questionnaire

3.3. Adding a Questionnaire from the Call Page

In the Calls section (1) (Fig. 33), select the desired call from the list and click the "Open" button (2).

Open

Fig. 33. Calls Section

On the "General Information" tab (Fig. 34), click the "New" button (1) on the "Questionnaires" details.

Open

Fig. 34. "General Information" Tab on the Call Page

On the evaluation questionnaire page that opens, the "Call" field (1) is automatically filled with the current call from which the questionnaire is created. To listen to the audio recording of the call (Fig. 35), click the "Listen to audio" button (2). After editing the Questionnaire, click the "Save" button (3).

Open

Fig. 35. Questionnaire creation page

3.4. Adding a Questionnaire from a Chat Page

In the Webitel Chats section (1) (Fig.36), select the relevant chat from the list and click the "Open" button (2).

Open

Fig. 36. Webitel Chats Section

Open the "Chat details" tab, click the "New" button (1) in the "Questionnaires" details (Fig. 37).

Open

Fig. 37. "Chat Details" Tab

In the opened window, the "Chat" field (1) is automatically filled with the current chat from which the questionnaire is being created. To open the chat in the SCT-panel (Fig. 38), click the "Open Chat" button (2). After editing the questionnaire, click the "Save" button (3).

Open

Fig. 38. Viewing the Chat in the SCT Panel

4. Analytics in the "Questionnaires" Section

In the Surveys section, the “Summaries” view displays summary data by section, and analytical information is displayed on special dashboards.

To view analytics, in the “Questionnaires” section (1), you need to go to the “Summaries” view (2) (Fig. 39).

Open

Fig. 39. Questionnaires Section

In the “Summaries” section view, analytical dashboards are displayed in the “Assessment of Service Quality ” tab (1) (Fig. 40).

Open

Fig. 40. “Assessment of Service Quality ” tab

The following dashboards are configured on the “Assessment of Service Quality” tab:

• Rating of Operators

• Total Number of Questionnaires

• Average score for mandatory questions

• Average score for optional questions

• Calls evaluated

• Cases evaluated

• Chats evaluated

4.1 Dashboard “Rating of Operators”

The “Rating of Operators” dashboard is presented in the format of a summary table and is created based on the evaluation questionnaires that are formed by the quality control employee (Fig. 41).
It displays the rating of operators according to the average value of the scores given in the questionnaires. The table contains:

• List of Operators;

• Average score for mandatory questions, which determines the operator rating;

• Number of questionnaires formed for each Operator (displayed in the second column).
  In addition to individual scores, the dashboard also displays the overall average value for all operators, which allows you to assess the level of service in general, and not only in terms of individual operators.
  The “Number of questionnaires” column contains not only individual values, but also the total number of questionnaires on the basis of which the rating is formed, which allows you to assess the scale of the collected data.

Open

Fig. 41. The “Rating of Operators” dashboard

4.1 Dashboard “Total Number of Questionnaires”

The “Total number of questionnaires” dashboard displays the total number of questionnaires created for the entire survey period (if no period filter is applied) (Fig. 42).

Open

Fig. 42. The “Total Number of Questionnaires” dashboard

4.3 Dashboard “Average score for mandatory questions”

Dashboard “Average score for mandatory questions”. This scale displays a number that shows the average score for questionnaires in the “Score for mandatory questions” field. The display order is based on the principle “The more, the better” (Fig. 43)

Open

Fig. 43. Dashboard “Average score for mandatory questions”

4.4 Dashboard “Average score for optional questions”

On the dashboard “Average score for optional questions” (Fig. 44). The indicator displays the average score for questionnaires in the “Score for optional questions” field.

Open

Fig. 44. Dashboard “Average score for optional questions”

4.5 “Calls evaluated” Dashboard

The “Calls Evaluated” dashboard displays the number of generated Call Questionnaires (Fig. 45).

Open

Fig. 45. “Calls Evaluated” dashboard

4.6 Dashboard “Cases Evaluated”

The “Cases Evaluated” dashboard displays the number of generated Cases Questionnaires (Fig. 46).

Open

Fig. 46. Dashboard “Cases Evaluated”

4.7 “Chats evaluated” Dashboard

The “Chats Evaluated” dashboard displays the number of generated Chat Questionnaires (Fig. 47).

Open

Fig. 47. “Сhats evaluated” dashboard