Please Note: This feature is currently still being developed and  may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more.

How to configure the necessary components to perform custom Quality Control using Screen Capture.

For more information on logging in, setting up the feature, and creating users, see the article titled Configuring Screen Capture.

Anyone that accesses the Screen Capture site to perform the following Quality Control functions must have a QC User license and be assigned a QC Role.

1. Create a QC Evaluation Form
2. Perform a QC Evaluation
3. View the QC Data

All of the following actions take place on the Screen Capture Platform, which can be accessed here:
https://singlecomm.callcabinet.com

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1. Create a QC Evaluation Form

Before any Quality Control measures are performed on the Screen Capture platform, the evaluation forms must be created.

• Click Quality Control in the left-hand navigation bar
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• Click Create New Evaluation Form
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• On the Quality Control page, click Add Question to bring up a question node
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  • Enter question
  • Enter hint- more info regarding the question (if needed)
  • Enter section- if the form contains a large number or questions, they can be labeled with a section name here
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    • Click the text box to see a list of suggested section headings, then click to select, or begin typing to add your own
      
      
  • Answer Text- answer choices
    • To add additional answer choices, click the + next to "Enter section"
    • Click to type and add your answer choices
      • You can also choose to flag an answer
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        • Is NA
        • Is Section Failure- takes all questions in the same SECTION, and marks them all as zero points, (this removes any points that may have been previously scored in the section)
        • Is Total Failure- ends the evaluation with a score of zero (this removes any points that may have been previously scored in any of the sections)
  • Question score- [defaults to 100] A score must be assigned to each answer choice
• Connect the questions to create a flow
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  • Click the orange button on the side of the question to select it, then click the question you want it to flow to
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• You can also branch questions depending on answer choice
  • Click the orange button next to the answer choice to select it, then click the question you want the form to flow to if that was the answer selected.
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• The following actions are available to you while building a QC Form:
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• When the form is complete, or ready to be saved, you will be prompted to add a Form Name
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  • On this pop-up, you can also do the following:
    • Archive- if enabled, the form will not appear as available in the QC panel of the Call Details
    • Passing Percentage- set the percentage (1-100) to consider it a passing evaluation
    • Description

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2. Perform a QC Evaluation

• Click Call Listing in the left-hand navigation bar
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• Browse or search for the call you wish to evaluate and access its Call Details page
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  *For more information on the Call Details page, click here.
  
  
• Click the Begin Quality Control button at the bottom of the page
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• Click the name of the evaluation form you wish to use
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• The evaluation form will load, and the questions will scroll as you answer them
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  1. previous question
  2. current question
  3. next question (may not display if branching is based on the answer to the current question)
     
     
• On the current question, you also have the option to do the following:
  • Image Added Write a Section Note
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  • Image Added View question notes (if applicable)
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  • Image Added Write a note for the specific question
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• After all questions are answered, you can opt to leave Overall Notes, then choose to Send results to agent and/or Send results to supervisor
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• Click Submit to log the evaluation

Image Added Multiple evaluation forms can be used to review a call!
Once an evaluation is completed, simply click Begin Quality Control to choose another form.
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3. View the QC Data

• Click QC Dashboard in the left-hand navigation bar
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• On the QC Dashboard:
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  • QCs Completed
  • QCs Score Averages
    *The above 2 tiles default to a 6-month view, which can be changed by choosing another timeframe (Last 14 days, Last 4 weeks) in the dropdown
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  • Quality Control- table of all QC evaluations that have been performed, starting with the most recent
    • Begin Quality Control* - loads the current listing on available (non-archived) evaluation forms
    • Columns can be filtered
    • Call Details page can be viewed from here
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• At the bottom of the page:
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  • Show Call ID- when enabled, will display the Screen Capture Call ID 
    *this is not the CX Route call_id
  • Show QCs completed by- click the dropdown to select another available QC User

Image Added *The Begin Quality Control button on this page does NOT serve as a link to the evaluation form for reviewing calls. To carry out QC on a call, follow the steps in section 2.