How-To: Audit Calls (Internal)

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

1. Who Can Audit Calls?
2. Where Does the Auditor Review the Calls?
3. What is the Auditing Process?
4. How Can Audit Data Be Viewed?

1. Who Can Audit Calls?

Internal audits of calls can be performed by trained agents, supervisors, or by internal auditors. If the auditor is also an agent, they can not review their own calls and will not receive them in their queue.
Users must be part of the Internal Auditors group in SC ACD in order to view the Audit Console.

2. Where Does the Auditor Review the Calls?

Internal Audits are configured and executed from the Quality Assurance section of SC ACD. 
Calls that are available for auditing are located in the Audit Console. Click Quality Assurance, then Audit Console in the left-hand navigation bar.

3. What is the Auditing Process?

Inside the Audit Console, the auditor will be presented with one of two options:

• Available Work Queues with calls to review (agent/auditor can choose)
  
  
  • To begin auditing, click Start Reviewing on the chosen work queue
    
    
• A call selected for them based on their assigned work queue (agent/auditor does not get to choose)

Once a call is selected (or pre-selected) for review, it will open to and audio player and the Call Evaluation page.

Call Evaluation opens on the New tab:

• The buttons at the top apply to all of the questions listed below
  • Pass All- sets all questions to a score of Pass
  • N/A All- sets all questions to a score of N/A
  • Fail All- sets all questions to a score of Fail
  • Submit- sends the completed audit
    
     Audits can not be submitted with un-scored questions.
    
    All questions from the questionnaire must be marked as Pass/Fail, or N/A if not applicable. However, an audit CAN be submitted with blank comments. If the questionnaire being used has comments enabled, these fields are always optional.
    
    
• All of the questions are listed in the order they were created in the questionnaire.
  *For more information on questionnaire configuration, click here.
  
  • Each question can be scored as Pass, Fail, or N/A
    • Questions marked as FAIL may trigger a compliance event, if one was assigned during the questionnaire creation process.

Below the question section are the comment boxes:

• Coaching Comments- This field can only be seen by a supervisor if they review the audit. Because these comments are not shown to the agent in Performance Feedback, and are not exposed in SC Analytics for reporting, it is recommended that all commenting is done in the following 2 fields.
  *Coaching comments can be disabled during the questionnaire setup process. For more information, click here.
• Supervisor Comments- Auditor leaves comments for the agent's supervisor. These comments DO NOT appear in the agent's Performance Feedback.
• Agent Comments- Auditor types any relevant comments directed to the agent, that can be viewed by them in their Performance Feedback. 

Tags may also be assigned here, if they are in use.
QA Call Tags are a used for reporting, and are viewable in SC Analytics. Tags are client-specific, so if there are none available in the dropdown, or if you would like to add to the list of tags that are available, please contact your Account Executive.

To view more information about the call, click the Details tab:

From the Details tab, you can see:

• Program/Campaign names
• Agent ID/Name- the agent on the call that is being reviewed
• Status/Disposition of the call that is being reviewed
• Caller ID/ANI- where the call originated from
  • Number, State, Time Zone, Line Type
• Call Direction- Inbound or Outbound
• Inbound DID used if call direction= Inbound

At any time during the review process, the auditor can refer to the script that the agent used on the call by clicking the Script Preview button in the left-hand navigation bar.

When the audit is complete, press Submit to save and close.

 What happens to unfinished/abandoned audits?
If an agent closes an audit without clicking Submit, the audit will reappear in the queue after a lockout period of 30 minutes.* Any comments or previous auditing that was done before it was closed will not be saved.
Audits also have a configurable time duration for completion. If the audit is not completed in 30 minutes* it will be returned to the queue and a message will be displayed to the reviewer:

*This time limit represents the default value. If you would like this limit adjusted for all internal audits, please ask your Account Executive.

4. How Can Audit Data Be Viewed?

Supervisors can view the data from internal audits in SC Analytics*, or in the Supervisor Performance Feedback Report Dashboard  in the Reports module.
*Pass/Fail scores for audits can only be viewed from the Call List of the Work Queue or within SC Analytics.

• Click Reports in the left-hand navigation bar
  
  
  
• Click Browse Reports, then choose Supervisor Performance Feedback Report from the dropdown
  
  
  

Agents are able to see an embedded SC Analytics dashboard with their overall score (individual scores are not exposed to agents) and other audit data in Performance Feedback.

*For a more information on viewing internal audit data in SC Analytics, see the article titled Viewing Internal Audit Data in SC Analytics.