QA Parameters in System Configuration (Licensable)

the administrator can define various quality parameters to assist analysts and other authorized users in rating the quality of each customer interaction with agents this feature requires a license; for more information, please contact the ameyo support team create quality parameter administrator can create new parameter by performing the following steps click "create parameter" button a pop up is displayed on the screen parameter name enter the name of parameter description enter the description of parameter is mandatory check the check box if this parameter has to be made mandatory, which means the analyst or supervisor has to rate the call parameter type select the parameter type from the drop down menu after selecting a value, the interface gets changed it contains the following options boolean select it to create a boolean based quality parameter, whose value can be given in true or false after selecting the boolean, provide the values for true and false multiple select it to create a quality parameter, which can contain multiple vaules perform the following steps click "+add parameter details" link it adds a new row in the blank area provide the value and score for example, the value can be in text format and the score can be in numeric format such as "poor" can be the value and "1" can be its score click "+ add parameter details" link again to add one more row containing value and score click on delete icon to detele a parameter detail comment select it to create a quality parameter, which can accept and store comments about the quality of customer communication range select it to create a range based quality parameter you can specify the minimum and maximum range click "add" button to add the parameter following screenshot shows newly created quality parameters select the qa parameters to view its details change priority of quality parameters each quality parameter in the list includes controls for adjusting its priority the administrator can click the ↑ arrow to increase the priority of a quality parameter or the ↓ arrow to decrease its priority modify quality parameter you can click the checkbox of a quality parameter to view its details in the right section you can modify the following details name description make it optional by unchecking "ismandatory" or make it mandatory by checking "ismandatory" if it is a boolean , multiple , or range based quality parameter, then you can change its value and score click "save changes" button on the top right corner to save the changes rather, you can click "refresh" to discard the changes delete quality parameter perform the following steps to delete a quality parameter select a quality parameter in the list click "delete" to delete the quality parameter it shows the following pop up click "yes" to delete the quality parameter click "no" to not delete the quality parameter the deleted quality parameter cannot be restored prerequisites & privileges the quality scoring / qa parameters feature is licensable if the qa parameters tab is not visible under administrator, request the feature to be enabled by the exotel support team to create, modify, or delete a parameter the signed in user needs contactcenter\ dacx cc admin qa mgmt add cc qa param\ invoke access , modify cc qa param\ invoke access , or remove cc qa param\ invoke access respectively viewing requires view cc qa param\ invoke access by default these privileges are held by the administrator role; analyst , group manager , and supervisor have view only access parameter type cheat sheet parameter type use when stored value score model boolean a question has exactly two outcomes (e g did the agent greet the customer? ) true / false one score per value (true vs false) multiple the auditor picks from a fixed list (e g poor / average / good ) selected option label each value has its own numeric score comment free text qualitative feedback auditor comment no numeric score, ignored in aggregate scoring range the auditor picks a number within a range (e g 1–10) integer in the configured range score = selected value (or configured weighting) priority ordering (↑ / ↓) controls the display order on the scorecard shown to the supervisor / analyst and the order of columns in qa related reports related pages qa parameters in a campaign — assigning saved parameters to specific campaigns quality scoring / qa parameters — auditor workflow and scoring outcomes reporting & analytics — qa score reports and trend analysis