Quality Assurance (for Supervisors)

SC ACD allows for the easy setup of call auditing by internal auditors. 
For more information and detailed instructions on external auditing, click here.

Jump to:

1. Dashboard
2. Work Queues
   • Edit/Suspend an Audit
3. Questionnaires
4. TPO Review Log
5. Audit Console

To access this feature from within SC ACD, click Quality Assurance in the left-hand navigation bar:

*In order for Supervisors to see all of the configuration options within Quality Assurance, they must be a member of the following groups:

• QA (or a similarly-titled QA Managers group)
• Internal Auditors
• Compliance Event Users (if applicable)

Agents must be members of the Internal Auditors group and will only be able to access the Audit Console. For more information on the Agent view, click here.
Compliance Events are detailed in the article located here.

1. Dashboard

From within the Quality Assurance Dashboard, a supervisor can view:

Reviewer Stats

• Filter dates From/to
• Filter from a dropdown list of All Programs
• Apply the Filter(s) you have assigned
• Reset Filters
• View stats pertaining to each Reviewer (internal auditor):
  • Agent/User ID#
  • First Name/ Last Name
  • Total number of Reviews completed
  • Total number of calls they scored as Passed
  • Total number of calls they scored as Failed
  • Percentage of audits they left Comments on
  • Timestamp of Last Review (audit)
    
    

Agent Stats

• Filter dates From/to
• Filter from a dropdown list of All Programs
• Apply the Filter(s) you have assigned
• Reset Filters
• View stats pertaining to each Agent:
  • Agent ID#
  • First Name/ Last Name
  • Total number of their calls that were subject to Reviews
  • Total number of their calls that scored as Passed
  • Total number of their calls that scored as Failed
  • Percentage of audits with Comments left for them
  • Timestamp of Last Review (audit)

 Agents can also view a complete breakdown of their audited calls in the Performance Feedback Module. More details on that feature can be found here.

2. Work Queues

A Work Queue determines which calls to select for auditing, and who can review them.

 From the main Work Queue page, a supervisor can:

• Create a New Work Queue
• Edit an existing Work Queue
  *For detailed step-by-step instructions on creating and editing work queues, click here.
• Search existing Work Queues
  • Begin typing a work queue name to narrow the list
• View the Name of a selected Work Queue
• See who Work Queues were Created By
• See the Created On date for a selected Work Queue
• View the Call List for a selected Work Queue
  • Click Call List
    
  • From the Call List, you can see:

-Program associated with the reviewed call
-Campaign associated with the reviewed call
-First Name of the agent being audited
-Last Name of the agent being audited
-Length of the audited call
-Date/Time of the audited call
-Disposition of the audited call
-Score of the audited call
-Final Evaluation of the audited call (Pass / Fail)
-View the details of the call and listen to the call recording by clicking on the Call ID #
*At this time, the IDs shown in the Call List represent the Root Call only. Calls that have been transferred to different agents and have multiple call legs will be distributed for auditing via the work queue but can not be selected for individual viewing.

• Click on a Call ID # to review
  
  
  
• Click PLAY to listen to a recording of the call
  
  
  

• Defaults to the Details tab of the Call Evaluation
  

  
  This is also where a supervisor can suspend and re-audit the call, or send it back into the work queue.

  Calls can only be audited once. If a supervisor wishes to view or edit a completed audit, they may do so here.

  
  
  
  • Click the By [Agent Name] tab to view how they scored individual questions, and to see any comments that they left
    
  • Click Suspend to send the call back to the work queue for re-auditing, or click the New tab to review the call audio and/or audit the call as a Supervisor

• Start Reviewing calls from a Work Queue
  Supervisors also have the ability to audit calls.
  • Click Start Reviewing! to review any available (unaudited) calls in the work queue
    
    *For more details on the auditing process, click here.
• View the Stats of a selected work queue
  • [Queue Name] Summary: totals and percentages from the work queue
    
  • [Queue Name] Breakdown: circle chart visuals for work queue parameters
    • Calls by Reviewer (shown below)
    • Calls by Status
    • Calls by Program
    • Calls by Disposition
    • Calls by Campaign
    • Calls by Agent
      

3. Questionnaires

Questionnaires are used by auditors to score every call that is reviewed. SingleComm creates a default 17-question sampling for every Program which can be used as-is or modified.

From the main Work Queue page, a supervisor can:

• Click New Questionnaire to create/edit a Questionnaire
  *For detailed step-by-step instructions on creating and editing Questionnaires, click here.
  
• View the details/questions contained within a selected Questionnaire
  • Click on a Questionnaire ID # to review
    
    
• See the Program Name
• See the selected Questionnaire Name (if Program Questionnaire has not been named, or if the Program is not being audited, then this column will remain blank)
• Total number of Questions in the Questionnaire
• See the Created On date for a selected Questionnaire
  

4. TPO Review Log

When active, the TPO Review Log is used to view all available specifications for Third Party Offer calls.

5. Audit Console

The Audit Console is where agents/internal auditors will come to review any eligible calls from work queues that they are assigned to.

*More information on the internal call auditing process for agents is available here.

Full list of articles referenced:

1. Quality Assurance (for Agents/Auditors)
2. How-To: Create/Edit Work Queues
3. How-To: Create/Edit Questionnaires
4. Compliance Events
5. Audit Module