The Quality Assurance Settings tab allows you to configure various features for the QA process, provided your organization has purchased a Quality Assurance (QA) license and will be performing QA evaluations on agents.
Email Agent on Eval: Ticking this checkbox allows a QA user to email the agent the report after completing a QA evaluation. The options you may select are: No Mail, Share, Share With Call Audio, Mail With Attachments, or Mail Without Attachments.
QA Email Message: You may enter a 'pre-canned' message in this field, which will be included in the email to the agent if the Email Agent on Eval option has been enabled.
QA Score Rounding Points: An admin user may set the number of decimal places required in a QA’s percentage score. The selectable resolution is from 0 (resulting in an integer value, for example, 45%) to a maximum of 4 decimal places (resulting in a real value, for example, 45.0001%).
Email Manager on Completed QA: Ticking this checkbox allows a QA evaluator to automatically email the complete evaluation and results to the agent’s specified manager.
Note
Managers can be specified per agent on the Agent Management page.
Don’t Grey out QA Questions: Ticking this checkbox will not grey out QA questions as they are completed during the evaluation.
Show Completion Percentage: Ticking this checkbox allows for the displaying of the percentage of progress completed by a supervisor before finishing the QA evaluation.
Show Running Score: Ticking this checkbox allows for the displaying of the current score the agent is achieving as the supervisor progresses through the QA evaluation.
Include Screenshots in QA Completed Email: Ticking this checkbox results in any screenshots being included in the email sent to the agent’s specified manager.
If a user makes changes to any of these fields, the Update button is automatically enabled, allowing the user to save them.