User Guide for Quality Manager

Login

The Login Screen is the entry point for accessing the Quality Management solution.

Login Screen

Once the user is created in our IAM with the required permissions. They can enter their username and password to login. Optionally, check the "Remember Me" checkbox to save it for future login.

Design an Evaluation Form

The Forms tab allows Quality Managers to create, edit, and manage evaluation forms (questionnaire) used by evaluators to evaluate customer interactions with contact center agents.

Forms List View:

Displays existing forms with,

• Name

• Created On date and time.

Creating a New Form

• Steps to create a new form:

  • Click + New Form.

  • Provide a form title and description.

  • Select the questionnaire type form.

  • Enable Sections and Weightage (required for Questionnaire Type Forms).

  • Add sections and questions:

    • Add Section: Break down forms into logical categories.

    • Add Question: Insert multiple-choice, single-choice, or text-based questions.

Save the form

Reviews

Viewing and Filtering Reviews

Accessing Reviews

• Select the Reviews option under the QM menu.

• The Review Screen will open and it lists all tasks assigned to you (as a Quality Manager) or others (Evaluators/ Reviewers).

Filter Options

• Use the dropdown menu to filter by:

  • All

  • Pending

  • In Progress

  • Completed

• Toggle "Assigned to me" to view tasks specifically assigned to you.

Starting a Review

• Select a review from the list available on review screen and click "Start Review". It will open Conversation View.

• Use the form on the right-hand panel to evaluate agent interactions.

• Assign scores or feedback to specific questions or sections.

Schedules

The Schedules tab (Review Schedular) allows Quality Managers to assign reviews to evaluators systematically.

Manage Schedules:

1. Open the Schedules section in the left menu.

2. Select Manage Schedule

3. The list displays active schedules with details such as:

   • Name: Schedule title.

   • Status: Current state (e.g., Active, Inactive).

   • Date: Scheduled end date.

Managing Schedules

• Click the edit icon to modify a schedule.

• Use the toggle switch to activate or deactivate schedules.

If toggled to deactivate, reviews created by the schedule will not be removed. Only future assignment of tasks by the scheduled is halted.

• Delete schedules using the trash icon if no longer needed.

This will remove all pending/in-progress reviews.

Create a New Schedule

Scheduling Screen

After selecting the "Schedule" tab from the top of the “Schedules” screen, the following screen allows you to configure a new schedule for quality management tasks.

Basic Information

• Schedule Name:

  • Enter a name for the schedule to easily identify it (e.g., "Weekly Agent Review").

• Questionnaire:

  • Select a pre-configured form from the dropdown (e.g., "QM Form", "Score", "Quality Manager Form"). This form will be used during the evaluation process.

• Reviewer(s):

  • Assign one or more reviewers from the dropdown. Use the search feature to quickly find specific reviewers.

• Agents and Teams to be Reviewed:

  • Select agents or teams that are to be reviewed under this schedule. You can select individuals or entire teams from the dropdown.

Search Criteria

• Start Date & Time / End Date & Time:

  • Set the date and time range for when the review schedule will be active. Use the calendar picker to select the desired dates and times.

• Add Another Filter:

  • Use this feature to refine the criteria by additional parameters (e.g., "Wrapup", "Direction", "Duration").

    • Wild Card entry is allowed to add custom Wrap-up codes—Max 50 characters per entry.

  • Select filters to narrow down specific interactions or criteria for the schedule.

Additional Settings

• Set Deadline:

  • Specify the number of days within which the schedule must be completed. Use the dropdown to select a value.

• Set Reminder:

  • Enable reminders for assigned reviewers. You can choose the reminder interval (e.g., 1, 2, or 3 days). Reminders can only be scheduled up to one day before the deadline.

• Repeat Schedule:

  • Enable repetition for recurring schedules. Options include:

    • Daily

    • Weekly

    • Fortnightly

    • Monthly

For a Repeat Schedule, only new conversations that meet the search criteria will be assigned. The "Start Date & Time / End Date & Time" must be configured to ensure repetitions occur within the specified date range.

End Repetition Options

• Date:

  • Specify the exact date when the recurring schedule will end.

• After Occurrences:

  • Specify the number of occurrences after which the schedule will end.

Conversation List

The Conversation List overviews all agent interactions for evaluation and quality management. This screen is crucial for accessing, filtering, and managing conversations. Below are the key components and functionalities:

Conversation Overview

• Columns:

  • Direction: Indicates whether the conversation is inbound or outbound.

  • Date: The date the conversation took place.

  • Time: The starting time of the conversation.

  • Duration: Total time of the interaction.

  • From: The origin of the conversation (e.g., a phone number or a client).

  • To: The recipient of the conversation.

  • Agent(s): The agent(s) involved in the conversation.

  • Reviews: Shows progress in percentages or whether the review is Assigned.

  • Wrap-up: Notes or summaries added by agents.

Filtering Options

• Click the Filter Icon to open the filter panel.

• Available filters:

  • Start Date & Time / End Date & Time: Specify a date and time range for filtering conversations.

  • Agents and Teams: Filter by specific agents or teams.

  • Direction: Select Inbound or Outbound Conversations.

  • Wrap-ups: Filter by wrap-up codes or notes.

    • Wild Card entry is allowed—Max 50 characters per entry.

  • Duration: Set a time range in minutes, seconds, or hours.

The default operator between different filters is AND, while the operator within the “Agents and Teams” and “Wrap-ups” filters is OR.

• Actions:

  • Apply: Filter the list using the selected criteria.

  • Reset: Clear all applied filters.

Reviewing Conversations

• Click on a conversation to open its detailed view.

• The conversation view displays:

  • A chronological history of messages or call records.

  • Interaction details, such as client responses, agent replies, and system actions.

• Actions:

  • Assign: Opens the Assign Panel where you can:

    • Select an evaluator.

    • Assign an agent for review.

    • Choose a questionnaire.

    • Set a due date and reminders.

    • Confirm by clicking Assign.

  • Review: Opens the Review Panel where you can:

    • Select an agent to review.

    • Choose a questionnaire for the evaluation.

    • Click Start Review to begin the process.

  • Viewing Conversation Types

    • Use the dropdown at the top-right to filter by:

      • All: Displays both chat and voice conversations.

      • Chat: Shows only chat-based interactions.

      • Voice: Displays voice calls.