In order to use QA monitoring, you should have the following security keys assigned:

The QA module in QueueMetrics was built in order for a specific QA supervisor to track the performance of agents on a given set of metrics. Each metric is expressed as a long description and has an unique engagement code (a short acronym up to 5 letters).

Metrics are user-definable and are clustered together in forms; a form can hold up to 130 metrics divided in up to 10 metric groups.

A single reporter can grade a call only once for each defined form; any attempt to grade a the same form for the same call multiple times will not be accepted.

For security reasons, call grading data cannot be modified once input, and forms with live data associated to them cannot be deleted from the system. In order to have a reduced set of metrics available if you use successive versions of a form over the period, it is possible to close a form, i.e. to avoid further input. Deletions, if any, will be performed at the database level by the system administrator.

Grading data is expressed as integer numbers between 0 and 100; grading all fields is mandatory, except for fields marked as "optional" in the form definition. The QA team can also input free text comments linked to a specific call.

It is possible to edit thresholds for different levels of QA grades, e.g. 0-25: Issue, 26-50: Improvement required, 51-75: Meets expectations, 76-100 Exceeds expectations. These values can be defined on a form-by-form basis, and make it possible to count the number of items that belong to each category and to use a colour code for immediate graphic representation.

Grading data can be input while listening to the live call (Unattended monitoring) or while looking at the historical call details or through a particular formatted URL string.

Users holding the key 'QA_REMOVE' can delete a form.

When a form is deleted, their content is dumped on the Audit Log.

All accesses on deleted forms are highlighted by a special message shown in the form.

After deleting a form, it is again possible to grade a call as if it was never graded before.

Users holding the keys 'QA_REMOVE' and 'QA_REPLACE' can edit an already submitted form. By editing an already submitted form, QueueMetrics performs a normal delete action, then shows to the user a new editable form with pre-filled values in each row. Data are processed by following the usual procedure.

In order to run QA reports, you must go to the main page of QM and click on the "Run QA forms" label.

The system will show the following form:

The parameters have the following meanings:

By clicking on "Calculate" or "Show Summary" the actual results are shown. If multiple search parameters are set, they must be all valid on the result set.

If you have used Extra Scores (see Chapter 20.9 - 'Configuring QA forms') within the QA form, the "Calculate" or "Show Summary" might return averages that are higher than 100.

It is also possible to run a report that compares graders to each other - see Grader calibration reports.

The button "Calculate" shows a report like:

The Tracked calls per agent report shows:

As you can see, the names of each agent are clickable in order to obtain a detail of calls by agent.

All statistics that are computed per-agent are then recomputed per-queue and per-agent-group.

The Analysts tracking calls reports shows how many calls each supervisor graded and what was the average score that this supervisor gave.

Then, for each Section defined in the QA form, you will get the average scores for each item, plus an average of all average scores in order to point out problems.

If an item is shown in red, it means that such item has been assigned a zero-weight value. If an item is shown in gray, it means that such item has been set as non scoreable item. For further information on configuring items within the form, refer to the paragraph Configuring QA items.

All columns can be sorted by clicking on the item name and all data can be downloaded in Excel, CSV or XML format.

In order to have a better understanding of what is going on, you can click on an agent’s name and get the details, as below:

This shows the details of all calls stored, the number of items for each call that fall into each grading category, the average rating for each call and the comment.

By clicking on the form icon on the right, you can access the QA form that was graded for this calls, so you can access individual scores and listen to audio recordings that are related to this form.

The "Show Summary" button shows a report like:

This report calculates, for each item and for each section in the form:

All values are computed accorded to the currem item weights (only for secoreable items), in case you use weighted items.

The data can be exported to Excel, CSV and XML formats.

On the top right of the report is a box containing the list of levels with related checkboxes. Values shown in the result table are coloured following the checboxes status. This is usefull to hilite questions where average values fall in a specific set of levels. The status of checkboxes are persisted through sessions.

Users holdint the security key TASK_PUSH_TC will be able to access to the Training and Coaching Page. This page is the main access point for sending CBTs and Meeting (also named Coaching) tasks to an agent or a set of agents. It’s based on a three steps wizard where the list of users are defined in the first two steps and the proper CBT or Meeting tasks are sent in the third step. Agents selection starts by several finding criterias, as depicted below:

Each agents mathing the criterias are shown as soon as the user presses the "Search" button, as reported in the picture below.

Looking at the list of agents found in the center of the page, a single agent can be selected by clicking on their related checkbox whether all agents in the list can be selected by clicking on the checkbox placed on the header of the list.

As soon as agents are selected, the user can send a CBT or a Coaching task by properly filling the fields related to time and date validity and, optionally, a note that will be shown to the agents and a reason (hidden to the agents). Specific fields for CBTs and for Coaching tasks can be found on the most right-bottom side of the page. Tasks can be sent by pressing "Send CBT" or "Send Coaching" buttons.

At the end of process, QueueMetrics shows the number of CBT/Coaching tasks sent as reported by the following picture.