CQA (Conversational Quality Analysis): User Guide

this document provides a comprehensive overview and operational instructions for the conversation quality analysis (cqa) platform 1\ introduction 1 1 purpose this user guide serves as the primary reference for all users of the conversation quality analysis (cqa) platform it provides detailed, step by step instructions for utilizing the platform's features to analyze, score, and improve customer interactions 1 2 intended audience this document is intended for all personnel involved in the quality assurance lifecycle, including system administrators responsible for platform setup, user management, and integrations agents whose conversations are being analyzed and who participate in the dispute process supervisors & quality analysts responsible for reviewing analyses, managing quality profiles, and resolving disputes 1 3 scope of the document this guide covers all core functionalities of the cqa platform, including user and team management, creation of quality profiles and data extractors, system integration, running analyses, and managing the reporting and dispute resolution workflows 2\ executive summary conversation quality analysis (cqa) is designed for enterprises aiming to assess and elevate the quality of their communications in today’s competitive market, the caliber of every dialogue is a pivotal factor influencing customer satisfaction, loyalty, and financial outcomes cqa is engineered to help you seamlessly analyze interactions, offering a comprehensive suite of tools to highlight strengths and pinpoint weaknesses by providing a clear roadmap for enhancement, cqa empowers your teams to deliver superior customer experiences and set a new standard for excellence in your industry 3\ roles and responsibilities the cqa platform defines four distinct user roles, each with specific permissions and responsibilities 3 1 admin create and view teams & users create and view quality profiles & data extractions integrate cloud storage solutions create, view, and run analyses view and resolve all disputes monitor platform usage 3 2 agent view analysis results for their own conversations raise disputes on specific kpi scores 3 3 supervisor resolve disputes for their assigned team(s) view quality profiles, data extractions, and analyses view team structures and add users to their teams 3 4 quality analyst resolve disputes for their assigned team(s) manage quality profiles (view, update, duplicate, archive) manage analyses (create, run, stop, view) view users and teams 4\ admin guide 4 1 teams and users create and manage the organizational structure within cqa to create a new team navigate to users > teams > create team enter a team name upload an excel file with user details if there are errors adding users, an error report will be generated download the report to diagnose and fix the issues to add users to an existing team navigate to users > users tab select the desired team from the dropdown and click add user add users via the excel sheet upload 4 2 quality profiles a quality profile is a scoring template used to evaluate conversations navigate to quality profile > create 4 2 1 simple kpis create a profile with individual kpis key types include yes/no for binary responses (e g , did the agent use the customer's name? ) scale for scoring on a range (e g , rate call resolution on a scale of 1 to 5 ) category for predefined categorical responses (e g , call outcome sale, no sale, follow up ) 4 2 2 kpi hierarchy create complex profiles with nested logic and weighted scoring using the downloadable excel template fatal kpis mark critical compliance kpis as fatal a single failure will result in a zero score for the entire section or conversation note on scale kpis the 'score' value in the template must match the maximum value of the scale (e g , for a 1 10 scale, the score must be 10) 4 3 data extraction use data extractors to pull specific information from conversations (e g , product names, competitor mentions) navigate to data extraction > create data extractor 4 4 integrations to access conversations connect cqa to your conversation sources navigate to integration and select your cloud provider (aws s3, azure blob, oci bucket) or exotel service, then enter the required credentials 4 5 analysis run evaluations on conversations using your defined quality profiles 4 5 1 one off analysis (test analysis) navigate to analysis > create analysis > test analysis define the analysis parameters (name, profile, team) upload conversation files directly or via an excel sheet with links once created, select the analysis and click run analysis 4 5 2 scheduled analysis (periodic analysis) navigate to analysis > create analysis > periodic analysis define the parameters and select a pre configured integration set the schedule (e g , daily, weekly) for the analysis to run automatically 4 6 reporting summary reports view aggregated data and high level trends at analysis > summary reports itemised reports drill down into individual conversation scores at analysis > itemised reports 4 7 dispute handling admins can resolve any dispute on the platform navigate to the disputes section select a conversation with a "pending" dispute and click view review the agent's comments, listen to the call, and approve or reject the dispute 4 8 usage monitor platform usage statistics by navigating to the usage section 5\ agent guide 5 1 disputes agents can contest the scoring of their conversations to raise a dispute navigate to analysis > itemised reports and view the relevant conversation click the raise dispute button next to the kpi you disagree with enter your proposed answer, add comments, and pin the relevant audio/text segment a dispute can only be raised once per kpi 5 2 reporting agents can view summary and itemised reports for their own conversations by navigating to the analysis section 6\ supervisor guide the supervisor's view is scoped to their assigned teams 6 1 disputes a primary responsibility is resolving disputes among team members the process is identical to the admin workflow ( disputes > view > resolve ) 6 2 quality profiles supervisors can view and archive quality profiles, but cannot create or edit them 6 3 data extraction supervisors have view only access to data extractors 6 4 reporting supervisors can view reports for their teams and have the ability to edit kpi scores directly within an itemised report 6 5 users and teams supervisors can view their teams and add new users to them via users > teams > add user 7\ quality analyst guide the quality analyst's (qa) view is scoped to their assigned teams 7 1 disputes qas resolve agent disputes following the same workflow as admins and supervisors 7 2 quality profiles qas have advanced management permissions but cannot create profiles from scratch update add or remove kpis from existing simple kpi profiles duplicate create a copy of a profile to use as a new template archive deactivate a profile 7 3 data extraction qas have view only access to data extractors 7 4 reporting qas have comprehensive control over analysis for their teams in addition to viewing and editing reports, they can create , run , and stop analyses 7 5 users and teams qas have view only access to user and team structures