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" inject to ai check the " inject to ai " box effect cqa includes this field's value as additional context for the ai when analyzing the call/transcript metadata from all ingestion sources (ecc, platform, s3, sftp, excel, ingress api) can be injected up to 20 fields per tenant may have inject to ai enabled; values longer than 20 characters are truncated for ai context note inject to ai is not available on the metadata page by default contact your csm to enable this capability for your tenant before the option can be used 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 three ways to build a profile manually (good for small edits or simple profiles) or via excel upload (recommended for bulk creation), or using ai assisted creation (recommended when starting from scratch — the ai generates a complete profile from your business context and sample calls) 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 method c ai assisted creation use this method when starting from scratch and you want the ai to generate a complete quality profile based on your business context and real call data instead of manually defining every kpi, you walk through a guided wizard that collects your requirements and sample interactions, then the ai produces a structured scorecard — categories, sub categories, and kpis — ready for review and activation note ai assisted creation requires enablement by the exotel delivery team contact your customer success manager to activate this capability for your tenant navigate to quality profiles and click create profile , then select 'create quality profile with ai' the wizard opens with five steps step 1 — business details describe your business, industry, and the customers you serve this gives the ai context to generate kpis tailored to your specific domain (e g , banking, insurance, e commerce support) step 2 — call use case describe the type of calls to be evaluated for example "inbound support calls aimed at product clarity and first call resolution " this tells the ai what scenarios the generated kpis should optimize for step 3 — evaluation criteria specify what you want to focus on when evaluating these calls mention any critical kpis like script adherence, compliance checks, or customer satisfaction the ai prioritizes these in the generated profile step 4 — upload calls for analysis drag and drop sample call recordings or transcripts the ai analyzes these actual conversations to understand your interaction patterns and generate more accurate kpis supported formats mp3, wav (audio); txt, pdf, doc (text) you can upload up to 50 files step 5 — upload sop (optional) upload your standard operating procedures as pdf, text, or doc files, or paste a link to google docs or microsoft 365 the ai uses these to align the generated kpis with your documented processes and compliance requirements this step is optional — skip it if you do not have sops available click generate to start the ai analyzes your uploaded files, cross references your business context and sops, and builds the profile processing typically takes 1 2 minutes depending on the number of files uploaded review the generated profile the ai produces a complete structure with categories (e g , compliance, communication quality, customer engagement), sub categories, and individual kpis with scoring types and weightages edit as needed — adjust kpi questions, change scoring types, modify weightages, add or remove kpis the generated output is a starting point that you have full control over click save when satisfied the profile is immediately available for use with assignment rules 4 2 4 configuring sop based analysis goal evaluation context reduce manual effort in writing kpi descriptions by allowing the ai to fetch reference context directly from your company's standard operating procedures (sops) coaching suggestions when a kpi scores below the maximum, the ai generates a coaching suggestion grounded in this document the more comprehensive and detailed your sop, the more specific and actionable the suggestions will be 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 multiple rules matching the same interaction the system evaluates all active assignment rules for every incoming recording — not just the first match before analysis begins, it collects the quality profiles assigned by all matching rules into a distinct set one analysis runs per unique quality profile in that set situation example result one rule matches and assigns one profile rule a matches a call and assigns quality profile 1 one analysis runs (quality profile 1) one rule matches and assigns multiple profiles rule a matches a call and assigns quality profile 1 and quality profile 2 two analyses run (one per profile) multiple rules match and assign different profiles rule a matches and assigns quality profile 1 rule b also matches and assigns quality profile 2 two analyses run (one per distinct profile) multiple rules match and assign the same profile rule a matches and assigns quality profile 1 rule b also matches and assigns quality profile 1 one analysis runs (quality profile 1 — deduplicated) configuration tips use overlapping rules when you intentionally want one interaction evaluated under multiple profiles (e g , a compliance profile and a coaching profile) if you want only one analysis per interaction, design your rules so matched conditions resolve to a single distinct 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 4 5 report scheduling goal automate the generation and delivery of analysis reports, instead of manually exporting data from the analysis list key concepts concept description schedule a named configuration that defines what report to generate, how often, and where to deliver it frequency how often the report runs daily (every day), weekly (every monday), or monthly (1st of the month) quality profile each schedule is scoped to one quality profile the report includes all analyses matching that profile within the reporting window recipients up to 10 email addresses that receive the generated report as an attachment report format excel (default) or csv content options toggle whether to include transcripts, summaries, and dispute details in the report steps for creating a report schedule navigate to the analysis list page and click export report in the report configuration dialog, select schedule report (instead of export report) schedule report name — give the schedule a descriptive name start date — pick the date from which the schedule should begin running select quality profile — choose the profile whose analyses you want in the report filter for kpi / score — optionally narrow results by specific kpis or score thresholds include in report — check transcript and/or dispute details to include them (metadata and kpi responses are always included) email configuration — enter the email addresses (comma separated) that should receive the report repeat every — select the frequency daily , weekly , or monthly ends — choose never (runs indefinitely) or on a specific date click schedule report to save once created, the schedule runs automatically reports are delivered via email to the configured recipients 4 6 pii redaction goal protect sensitive customer data by automatically detecting and masking personally identifiable information (pii) in transcripts, scores, summaries, and reports 4 6 1 how it works when pii redaction is enabled for your tenant, the cqa analysis pipeline automatically detects sensitive information in conversation transcripts and masks it before the data appears anywhere in the platform the redacted content is displayed consistently across the transcript view, kpi result details, conversation summaries, and exported reports 4 6 2 supported pii categories cqa supports redaction across 11 predefined categories category phone number email address person name physical address pan (india) aadhaar (india) bank account credit card url ip address id card number 4 6 3 enabling pii redaction pii redaction is configured on a per tenant basis by the exotel delivery team to enable pii redaction or customize which categories are active for your tenant contact your customer success manager specify which pii categories you want enabled (or request all categories) the delivery team will configure your tenant settings once enabled, all newly processed interactions will have pii redacted according to your configuration important pii redaction changes apply only to interactions processed after the configuration is applied previously analyzed interactions are not retroactively modified 4 6 4 what to expect after enablement transcripts detected pii in enabled categories is replaced with placeholder text (e g , \[redacted]) kpi results if a kpi answer references redacted pii, the redacted version is shown summaries conversation summaries reflect redacted content reports downloaded or scheduled reports contain the redacted data — consistent with what is displayed in the ui 4 7 alerts & notifications goal proactively surface quality issues, governance activity, adoption gaps, and usage warnings via scheduled email digests — so supervisors and admins act on problems without having to log into the dashboard 4 7 1 how it works the alerts & notifications engine evaluates active alert rules on a configured schedule (daily, weekly, or monthly) when a rule's conditions are met — for example, a critical kpi fails or an agent has not logged in — the engine builds a consolidated digest email and sends it to the configured recipients multiple events of the same type are batched into a single email per cadence run, so recipients receive one actionable summary instead of individual notifications for every occurrence 4 7 2 alert event types cqa supports 8 alert event types organized across four categories quality & scoring event description default recipient configurable fields critical kpi failure a critical kpi fails on an interaction (e g , compliance disclosure missing) the digest lists all critical kpi failures from the evaluation period supervisor cadence, recipients score below threshold any interaction's final score falls below a configured threshold (e g , score < 60%) the digest reports the count of interactions below the threshold supervisor score threshold (%), cadence, recipients governance event description default recipient configurable fields dispute raised new disputes are raised on ai scored kpis the digest reports the count of new disputes supervisor cadence, recipients dispute resolved previously raised disputes are accepted or rejected the digest summarizes accepted vs rejected counts agent cadence, recipients adoption & engagement event description default recipient configurable fields non logging users agents or supervisors have not logged into cqa within a configured window the digest lists inactive users (name, email, last login date) for supervisors or admins to act on supervisor inactivity window (days), cadence, recipients agent inactivity nudge sends a direct nudge email to agents who have not logged in within a configured window, prompting them to check their quality insights each agent receives at most one nudge per digest cycle agent (self) inactivity window (days), cadence commercial & limits event description default recipient configurable fields usage approaching plan limit the tenant's analysis usage reaches the configured warning threshold of the plan cap the email includes current usage vs committed usage (absolute and percentage) admin cadence, recipients max analysis cap reached the tenant hits the analysis cap — no further interactions are analyzed until the limit is reset or the plan is upgraded admin cadence, recipients 4 7 3 configuring alert rules navigate to settings > alerts & notifications in the sidebar the page has two tabs alert rules and alert history enabling notifications toggle enable notifications at the top of the page this is the master switch for the tenant — when off, no alert emails are sent regardless of individual rule settings set the daily digest dispatch time (e g , 09 00 am) this controls when daily digest emails are dispatched, in your local timezone aligning this with your team's working hours ensures alerts arrive at the start of the day setting up an alert rule on the alert rules tab, you will see all 8 events grouped by category each event shows its name, a brief description, the current cadence, and the default recipient role click the expand arrow on any event to configure it cadence — select how often the alert should run daily, weekly, or monthly recipient role — choose the default role for recipients (e g , supervisor, agent, admin) recipient resolution — select one or both delivery modes specific emails enter specific email addresses that should receive the alert respective users of the role automatically sends to all users who hold the selected role at the tenant level recipients are resolved dynamically — when a new user is added to the role, they automatically start receiving alerts threshold (where applicable) — for events like score below threshold, enter the threshold value (e g , 60%) for non logging users and agent inactivity nudge, enter the inactivity window in days toggle the event on (blue) to activate it click save changes at the top right to apply note alert rules are configured post onboarding — quality profiles and users should already be set up before activating alerts 4 7 4 alert history switch to the alert history tab to view a log of all sent notifications columns column description timestamp date and time the notification was dispatched event the alert event type (e g , critical kpi failure, score below threshold) recipients the recipients who were targeted click to see individual email addresses status delivery status of the notification notifications count the number of individual notifications included in the digest (e g , 252 critical kpi failures in one digest email) delivery statuses status meaning delivered all intended recipients received the email failed no recipients received the email pending the notification is queued but has not been sent yet partially delivered some recipients received the email and some did not (e g , a user has no email address on record) filtering use the filter dropdowns at the top of the history table to narrow results by event type — show only a specific alert type time range — restrict to a date range status — filter by delivery status 4 7 6 enabling alerts & notifications alerts & notifications is disabled by default for all tenants to enable it contact the exotel delivery team or your customer success manager the delivery team will activate the feature for your tenant once enabled, an admin can navigate to settings > alerts & notifications to configure and activate individual alert rules 4 8 usage & limits goal give tenant admins self service visibility into analysis consumption against daily, weekly, and monthly caps — without filing a support ticket for usage numbers 4 8 1 accessing usage & limits log in as an admin navigate to settings > usage & limits supervisors and agents do not have access to this page 4 8 2 what you see the usage & limits page shows daily, weekly, and monthly caps — the upper limits configured for your tenant's analysis volume actual usage through the previous day — how much of each cap has been consumed usage is updated on a daily basis (data as of the previous day's end) it is not a live / real time counter use this view to track consumption against your plan, anticipate approaching limits, and plan capacity or upgrades with your csm 4 8 3 how caps are set analysis caps are configured for your tenant by exotel (delivery) they are not editable by tenant admins on the usage & limits page to change daily, weekly, or monthly caps contact your customer success manager or the exotel delivery team request the updated limit values for your tenant once applied, the new caps appear on settings > usage & limits 4 8 4 when a cap is reached if the tenant hits a hard analysis cap, further interactions may not be analyzed until the limit resets for the period or the plan is adjusted admins can also enable email warnings via settings > alerts & notifications usage approaching plan limit — warning before the hard stop max analysis cap reached — notification when the cap is hit see alerts & notifications https //docs exotel com/conversation intelligence/administration and configuration#47 alerts notifications for configuration 4 8 5 important notes admin only — only admin users can open usage & limits previous day freshness — expect usage to reflect processing through the previous day, not the current hour visibility, not billing settlement — this page shows consumption against caps; formal billing and commercial adjustments remain with your csm / commercial team