The content in this article is appropriate for: Administrators and Supervisors
SC ACD allows for the easy setup of call auditing by internal auditors.
For more information and detailed instructions on external auditing, click here.
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To access this feature from within SC ACD, click Quality Assurance in the left-hand navigation bar:
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⚠️*In order for Supervisors to see all of the configuration options within Quality Assurance, they must be a member of the following groups:
QA (or a similarly-titled QA Managers group)
Internal Auditors
Compliance Event Users (if applicable)
Agents must be members of the Internal Auditors group and will only be able to access the Audit Console.
Compliance Events are detailed in the article located here.
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Agents Stats appear below the Reviewer Stats on the Dashboard
All of the same metrics are available for agents
💡 Agents can also view a complete breakdown of their audited calls in the Performance Feedback Module. More details on that feature can be found here.
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An Audit Queue determines which calls to select for auditing, and who can review them.
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Create a New Audit Queue
Edit an existing Audit Queue
*For detailed step-by-step instructions on creating and editing audit queues, click here.Search existing Audit Queues
Begin typing an audit queue name to narrow the list
View the Name of a selected Audit Queue
See who Audit Queues were Created By
See the Created On date for a selected Audit Queue
Review Audit List for a selected Audit Queue
From the Audit List, you can see:
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-Call ID associated with the reviewed call
Click the Call ID to view the details of the call and listen to the call recording
-Program/Client associated with the reviewed call
-Campaign associated with the reviewed call
-First Name of the agent being audited
-Last Name of the agent being audited
-Length of the audited call
-Date/Time of the audited call
-Disposition of the audited call
-Evaluation of the audited call
*At this time, the IDs shown in the Call List represent the Root Call only. Calls that have been transferred to different agents and have multiple call legs will be distributed for auditing via the work queue but can not be selected for individual viewing.
Click on a Call ID # to review
Click the PLAY button to listen to a recording of the call
You can also adjust the Playback rate by clicking and dragging the slider to increase the speed
Defaults to the Call Details tab of the Scorecard
✏️This is also where a supervisor can suspend and re-audit the call, or send it back into the work queue.Anchor Suspend Suspend
Calls can only be audited once. If a supervisor wishes to view or edit a completed audit, they may do so here.
Click the By [Agent Name] tab to view how they scored individual questions, and to see any comments that they left
Click Suspend to send the call back to the work queue for re-auditing, or click the New Scorecard tab to audit the call as a Supervisor
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Click New Scorecard to create/edit a Scorecard
*For detailed step-by-step instructions on creating and editing scorecards, click here.View the details/questions contained within a selected scorecard
Click on a scorecard ID # to review
See the Program/Client name
See the Scorecard name (if Program Scorecard has not been named, or if the Program is not being audited, then this column will remain blank)
Total number of Questions in the scorecard
See the Created On date for the scorecard
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