Quality Management (QM) alerts people when an evaluation needs their attention. A Quality Manager is notified about low-scoring evaluations either in real time or as bulk summaries at set intervals. Evaluators are alerted when a review is assigned and receive reminders for review deadlines. The agent who was evaluated is notified on Agent Desk when their review is completed. All alert settings are managed from a dedicated configuration tab. See QM Admin for more details on how to configure those alerts.
Overview
QM emits the following alerts and notifications.
|
Alert |
Triggered when |
Quality Manager |
Evaluator |
Agent |
|---|---|---|---|---|
|
Low-score alert |
An evaluation is completed below the configured threshold |
Notified, in real time or as a bulk summary |
Not notified |
Low-score notification (Individual mode only) |
|
Review-completion notification |
An evaluation is completed at or above the threshold |
Not notified |
Not notified |
Notified |
|
Reminder |
A review is approaching its due date |
Not notified |
Notified |
Not notified |
Configuring alerts
Quality Managers control low-score alerts from a dedicated configuration tab. Three settings define the behaviour:
-
Score threshold: the score below which an evaluation counts as low-scoring. Any whole number from 1 to 99.
-
Notification mode: Individual sends one alert per low-scoring evaluation as it happens. Bulk collects low-scoring evaluations and sends them together as a summary.
-
Notification interval: how often a Bulk summary is sent, in minutes. It applies only in Bulk mode and is required when Bulk is selected.
The notification mode is one setting shared by low-score and overdue alerts. Users who can view but not manage configuration see the same settings with every field disabled.
What the Quality Manager receives
Low-score alerts
When an evaluation is completed below or above the threshold, the Quality Manager and the relevant Agents are alerted so that the conversation can be reviewed promptly.
-
Individual mode: one alert appears for each evaluation, immediately after it is completed.
-
Bulk mode: one summary appears at each interval and lists every low-scoring evaluation since the previous summary. This avoids a flood of alerts when many reviews are completed close together.
Each entry shows the agent, the score and the conversation subject, and links to the conversation that triggered it.
What the Evaluator receives
Reminders and overdue alerts
-
Reminder: sent before a review's due date, based on the reminder lead time set for that review. It is an early nudge, not yet a problem.
What the Agent receives
The agent being evaluated receives one notification on Agent Desk when a review is completed. What it says depends on the score and the notification mode.
|
Score |
Notification mode |
Agent receives |
|---|---|---|
|
Below the threshold |
Individual |
Low-score notification |
|
At or above the threshold |
Individual |
Normal review-completion notification |
|
Below the threshold |
Bulk |
Nothing |
The notification opens the evaluated conversation. It does not currently break down which scorecard questions affected the score.
Good to know
-
Alerts inform people; they do not reassign or escalate reviews automatically. Acting on an alert is up to the person who receives it.
-
In Bulk mode, a Quality Manager hears about a low score no sooner than the next interval. Choose Individual when immediate awareness matters more than volume.