Administration & Configuration

target audience system administrators, qa leads description the core setup guide this page holds all the foundational tasks required to make the cqa platform operational before daily qa work begins 4\ administration & configuration this section is designed for administrators and qa leads it covers the foundational setup required to make the cqa platform operational defining your data structure (metadata), creating scoring rubrics (quality profiles), and automating the workflow (assignment rules) 4 1 metadata management goal define the "vocabulary" the system uses to understand your calls metadata consists of the tags attached to a recording (e g , agent id, campaign name, talk time ) which drive filtering, reporting, and automation 4 1 1 accessing metadata navigate to metadata in the sidebar you will see a list of all data keys currently ingested by the system 4 1 2 configuring fields admins can customize how each metadata field behaves using the following options enable/disable toggle the "enabled?" checkbox effect enabled fields are visible throughout the platform disabled fields are hidden entirely from dashboards and reports set as filter check the "filter option?" box effect this field will now appear as a selectable dropdown in the assignment rules and analysis list, allowing users to slice data by this attribute (e g , "show me calls from north region ") access control check the "access control?" box effect this restricts data visibility based on user roles for example, if "region" is set for access control, a supervisor assigned to "region a" will not see data for "region b" 4 1 3 cqa mapping (renaming fields) sometimes, the technical name of a field (e g , program id) is not intuitive for business users action click the edit icon next to a field display name enter a user friendly name (e g , "campaign") result users will see "campaign" in reports and filters, while the system continues to read program id in the background 4 2 building quality profiles (scorecards) goal create the structured rubric used to evaluate agent performance a quality profile represents a specific scorecard (e g , "sales audit" or "customer service review") there are two ways to build a profile manually (good for small edits or simple profiles) or via excel upload (recommended for bulk creation) 4 2 1 method a manual creation use this method to build a profile from scratch directly in the ui navigate to quality profiles and click create profile , and click create quality profile profile details enter a name (e g , "inbound support") and a description upload reference document attach documents (e g , sop documents) to be referred by the product while answering kpis create structure (categories) click add category to create a high level section (e g , "opening & closing") inside the category, click add sub category to create a focused group (e g , "greeting") add kpis (questions) inside a sub category, click add kpi kpi title enter a short name (e g , "warm welcome") that will appear in reports kpi input type select one of the following yes/no a binary choice (e g , did they verify the address?) you can assign points for 'yes' (e g , 5) and 'no' (e g , 0) selection a multiple choice question define scenarios (e g , "option a mentioned both tax and amount," "option b mentioned only amount") the ai selects the best match rating a 1 5 scale for subjective measures text a data extractor kpi that specifies what data to be extracted from the conversation (e g , “what are the competitor products mentioned by the customer”) criticality set the criticality level to automatically zero out the score for the entire category, sub category or the quality profile, regardless of other passing kpis kpi question enter the full, detailed prompt for the ai (e g , "did the agent introduce themselves by name?") allow scoring enable/disable scoring for the kpi note that the scoring will be disabled automatically for kpi input type of text save click save profile 4 2 2 method b excel upload (bulk creation) use this method to create large, complex profiles offline and upload them instantly 1\ download the template navigate to quality profiles and click create profile , and click create quality profile excel upload click on download our sample excel 2\ fill the excel template category & sub category define your sections here (e g , "soft skills" > "empathy") kpi a short identifier for reports (e g , "politeness") kpi question the detailed instruction for the ai kpi type specify "yes/no," "selection,", "rating", or “text” kpi option label specify the expected options to be displayed as outcomes kpi option weightage for yes/no you will see one row for "yes" and one row for "no " assign points to each (e g , yes = 5, no = 0) for selection create one row for every possible option/answer for rating mention the range between which the rating has to be applied criticality mark specific kpis as "critical" by specifying the criticality level as "category" or “subcategory” or “profile” in the designated column if applicable 3\ upload and validate return to the quality profiles page select upload excel choose your filled file the system will validate the structure and create the profile you can now open the profile in the ui to make any final tweaks before activating it note you can also download an existing profile to make edits in excel, then re upload it to update the version 4 2 3 configuring sop based analysis goal reduce manual effort in writing kpi descriptions by allowing the ai to fetch reference context directly from your company's standard operating procedures (sops) how it works instead of typing out every single rule an agent must follow for a specific kpi, you can attach your existing documentation the ai will read the document and evaluate the call based on your official guidelines steps to attach an sop navigate to the profile while creating or editing a quality profile , look for the upload reference document button choose upload method file upload upload your documents directly from your computer supported formats are pdf, txt, and docx url link if your sops are hosted online (e g , google docs, microsoft 365), paste the publicly accessible link map to kpis once uploaded, the system will use this knowledge base to answer the kpis defined in your profile save profile proceed to save and activate your quality profile the ai will immediately begin referencing the sop for all new interactions routed to this profile 4 3 assignment rules (automation) goal automate the quality assurance process by linking specific calls to specific quality profiles 4 3 1 how it works instead of manually selecting calls to audit, you create rules as recordings stream into the platform, the system checks their metadata if a call matches a rule, it is immediately analyzed using the assigned profile 4 3 2 creating an assignment rule navigate to assignment rules click create assignment select profile choose the quality profile to apply (e g , "sales profile") add filters (define conditions) build logic statements using your metadata fields example if queue name is support l1 and talk time is greater than 60 seconds result only calls from the support queue that are longer than a minute will be scored against the "sales profile" activate save the rule automation begins analysis against each quality profile for all new incoming calls 4 4 managing and inviting users goal instantly add new team members to your workspace and manage role hierarchies steps to invite a new user navigate click on user management in the left hand sidebar create click the + create button located in the top right corner user profile enter the new user's email id access settings select the user's role from the dropdown menu (choose either agent or supervisor ) (note for security and hierarchy management, admins cannot invite other admins) send invite click create user the system will immediately dispatch a "welcome to cqa!" email with a registration link to the user