QA Parameters in System Configuration (Licensable)

9 min

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.

Figure: Quality Parameter Tab

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.

Figure: Create Quality Parameter

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&#xNAN;: 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&#xNAN;: Select it to create a Quality Parameter, which can contain multiple vaules.

Figure: Multiple-based Quality Parameter

Perform the following steps.

Click "+Add Parameter Details" link. It adds a new row in the blank area.

Figure: Add Details of Multiple-based Quality Parameter

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.

Figure: Multiple Values in a Quality Parameter

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.

Figure: Comment-based Quality Parameter

Range&#xNAN;: Select it to create a range-based Quality Parameter. You can specify the minimum and maximum range.

Figure: Range-based Quality Parameter

Click "Add" button to add the parameter.

Following screenshot shows newly created quality parameters.

Figure: List of QA Parameter

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.

Figure: Modify QA Parameter

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.

Figure: Delete QA Parameter

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.

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.

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