2. Getting Started
Target audience: All users
Description: Sign in to CQA, find your way around the left navigation, and pick the path that matches your role.
2.1. Choose your path
CQA shows each user only the pages their role and account allow. Start with the path that matches what you do, then follow the links in order.
Admin — configure quality profiles, users, and data
You set up how calls are scored, who can use CQA, and how data comes in and goes out.
- Learn the navigation: 2.4 Navigation map.
- Bring data in: choose an ingestion path in Manage: Data Integration — Decision guide, then set up a Connector or Access API key.
- Prepare metadata: enable, filter, and rename fields in Manage › Data Integration › Metadata (chapter 5).
- Build quality profiles (scorecards): create a Quality Profile and, if needed, link Knowledge Base documents (chapter 4).
- Route calls: create an Assignment Rule (rule-based or Smart Assignment) (chapter 4).
- Invite your team: Manage › Configuration › User Management (chapter 4).
- Set up alerts: Manage › Configuration › Alert & Notification (chapter 4).
- Check usage and policies: Usage & Limit and Policy, in the footer of the left navigation (chapter 7).
Supervisor — review analyses and coach
You monitor scored interactions, resolve disputes, and coach your team.
- Start on your landing page: 3.3 AI Insight — Agent Summary (Team Insights).
- Find calls that need attention: 3.1 Analysis List.
- Review a call in depth: 3.2 Interaction view.
- Resolve disputes: 3.9 Disputes.
- Correct a score: 3.10 Manual review and edit.
- Compare quality profiles: 3.4 AI Insight — QP Insight.
- Test a quality profile before go-live: 3.7 Test Evaluation.
- Export a report: 3.11 Export a report once. For recurring exports, see Job & Schedule in chapter 5.
- View quality profiles (scorecards) and Assignment rules: chapter 4
Agent — scores, insights, and disputes
You review your own scores, follow coaching, and contest scores you disagree with.
- Start on your landing page: 3.3 AI Insight — Agent Summary (Agent Insights).
- See where you rank: 3.5 Leaderboard.
- Open your evaluated calls: 3.1 Analysis List and 3.2 Interaction view.
- Contest a score: Raise a dispute.
- Export a report: 3.11 Export a report once.
IT partner — connectors, jobs, and API
You connect source and destination systems, schedule jobs, and integrate through the API. This work usually needs an Admin login.
- Pick an integration path: Manage: Data Integration — Decision guide.
- Create a Connector and test it (chapter 5).
- Generate an API key in Access API (chapter 5), then build against the API Reference Guide.
- Schedule imports and recurring exports in Job & Schedule (chapter 5).
- Check every run in 3.6 Report History.
- Diagnose failures: Troubleshooting.
2.2. Access the platform
2.2.1. Sign in (existing users)
To access the CQA console, you need your organization's Tenant ID and your user credentials.
- Open the login page. Go to the CQA console URL shared by your administrator (for example, https://cqa-console.in.exotel.com).
- Enter Tenant Name. Enter your Tenant Name to identify your organization.
- Enter credentials. Enter your username and password.
- Sign in. Click Sign In.
2.2.2. First-time login (invited users)
If your administrator invited you to CQA, complete your registration by email before you sign in.
- Welcome email. Look for an email titled "Welcome to CQA!" in your inbox.
- Accept the invitation. Click Accept Invitation in the email. For security, this link is valid for 72 hours.
- Register credentials. You are redirected to a registration page with your Username pre-filled. Enter and confirm a password that meets the Password Policy, then click Register.
- You are signed in automatically. After registering, CQA signs you in and opens the landing page. You do not need to return to the login page.
If the invitation link has expired, ask your administrator to send a new invitation.
2.2.3. Forgot Password
Use Forgot Password? to reset your password yourself from the login page. Completing a reset also unlocks an account that was locked after too many failed sign-in attempts.
When this applies: You sign in with Tenant ID, username, and password on the CQA login page (for example, ECC backend integration, CQA standalone, or Platform without IAMIX/SSO). If your organization uses SSO / IAMIX, or you are signed in automatically from ECC frontend integration, reset your password through your organization's identity provider instead.
Steps
- On the CQA login page, click Forgot Password?
- Enter your Tenant Name and the email address on your CQA user account, and submit the request.
- Open the password-reset email, follow the link, and set and confirm a new password.
- Return to the login page and sign in with your new password. You are not signed in automatically after a reset.
Notes
- Reset links expire after 30 minutes. If a link has expired or was already used, request a new one.
- New passwords must follow the Password Policy. The form shows which rule is not met.
- If no email arrives, wait a few minutes and try again. Repeated requests in a short window may be rate-limited.
2.3. Landing page
After you sign in, CQA opens WORK › AI Insight › Agent Summary. There is no separate Home page.
- If AI Insight is not available on your account, CQA opens your first Dashboard instead.
- If neither is available, CQA opens the first page in your navigation.
What Agent Summary shows depends on your role (Org, Team, or Agent Insights). See 3.3 AI Insight — Agent Summary.
2.4. Navigation map
The left navigation has three areas: WORK for daily review, Manage for setup (split into Configuration and Data Integration), and the account utilities in the footer at the bottom (Usage & Limit, Policy, and Help and Support). You see only the pages your role and account allow, so your menu may be shorter than the full map below.
WORK
Page | What it is for | Guide section |
|---|---|---|
AI Insight › Agent Summary | AI coaching summaries at org, team, or agent level. Default landing page. | 3.3 |
AI Insight › QP Insight | Compare Quality Profile health across the portfolio or per profile. | 3.4 |
Dashboard | Analytics dashboards for your account. | 3.8 |
Analysis List | Log of every analyzed interaction; filter, open, and export. | 3.1 |
Leaderboard | Agent ranking by quality score for a selected period. | 3.5 |
Report History | Every job run, with status. | 3.6 |
Test Evaluation | Ad-hoc test runs on a batch of recordings or text. | 3.7 |
Your menu shows only the pages available on your account. If you do not see the expected pages, contact your Customer Success Manager (CSM).
Manage › Configuration
Page | What it is for | Guide section |
|---|---|---|
Knowledge Base | Account library of reference documents linked to KPIs. | 4.2 |
Tool Integration | Register external systems for Second-Order KPI Scoring. | 4.3 |
Quality Profile | Create and manage scorecards. | 4.1 |
Assignment Rule | Decide which Quality Profile scores which call. | 4.4 |
Alert & Notification | Alert rules, daily digests, and alert history. | 4.6 |
User Management | Invite and manage users. | 4.5 |
Manage › Data Integration
Footer of the left navigation
What each role typically sees
Exact menus depend on the permissions and features set up for your account.
Area | Agent | Supervisor | Admin |
|---|---|---|---|
WORK | AI Insight, Analysis List, Leaderboard, Report History | Agent's pages + Test Evaluation | Supervisor's pages + Dashboard |
Manage › Configuration | — | View Quality Profile and Assignment Rule | All Configuration pages |
Manage › Data Integration | — | — | All Data Integration pages |
Footer (bottom of nav) | Help and Support | Help and Support | Usage & Limit, Policy, Help and Support |
Policy and Usage & Limit are Admin-only. Other users can read the policy documents in chapter 7.
2.5. Profile and logout
Your user profile menu is in the top-right corner. Use it to:
- View your account details (email, role, and tenant).
- Change Password to set a new password.
- Logout to end your session securely.