Quality Scoring/ QA Parameters

overview quality audits, or call scoring, is the process of evaluating agent interactions against a predefined set of qa parameters supervisors or dedicated analysts score recorded interactions to measure performance, ensure adherence to standards, and identify coaching opportunities how it works an administrator first creates various qa parameters and then assigns them to various campaigns a supervisor or analyst then selects a recorded interaction, listens to it, and fills out the scorecard the system calculates a final score based on the assigned points this feedback and score can then be shared with the agent prerequisites a campaign must be active, and interactions must be recorded users must have supervisor or quality analyst permissions configuration steps create a parameter location administrator > qa parameters action click on create parameter in the popup, enter a name and description for the parameter click the checkbox to make the parameter mandatory to be filled by the supervisor or analyst select the parameter type from the available values in the dropdown in the next sub section, proceed to fill out the quality parameter details based on the parameter type selection click on add enable a qa parameter in a campaign location administrator > process > \[process name] > \[campaign name] > qa parameters action select the desired parameter(s) from the list on the left (containing all available created parameters) and move them to the list on the right (parameters assigned to the campaign) by clicking on the right arrow and click on apply disable a qa parameter in a campaign location administrator > process > \[process name] > \[campaign name] > qa parameters action select the desired parameter(s) from the list on the right (parameters assigned to the campaign) and move them to the list on the left (containing all available created parameters) by clicking on the left arrow and click on apply perform an audit location supervisor > manage > \[campaign name] > call details action filter the required recordings and click on the icon under the scoring coloumn, to access the scoring module and rate individual qa parameters assigned to the campaign save the audit once complete use cases performance reviews a manager uses average quality scores as a key metric in an agent's performance review targeted coaching a supervisor notices an agent consistently scores low on the "empathy" section and schedules a coaching session to focus on that skill bonus calculation an agent's monthly bonus is tied to achieving an average quality score of 95% or higher benefits objective performance measurement provides a standardized framework for evaluating agent performance, ensuring fairness and consistency drives continuous improvement identifies specific agent strengths and weaknesses, allowing for targeted coaching aligns agents with business goals ensures that agents are focusing on the behaviors and outcomes that are most important to the business limitations a poorly designed scorecard can drive unnatural agent behavior that may not correlate with actual customer satisfaction the process can be time consuming, requiring dedicated time for listening to calls and providing thoughtful feedback changelog release number change description 4 13 1 initial feature documentation