[ACD] Quality Assurance (for Supervisors)

The content in this article is appropriate for: Administrators and Supervisors

SC ACD allows for the easy setup of call auditing by internal auditors. 

Jump to:

• Dashboard

• Audit Queues

  • Edit/Suspend an Audit

• Scorecards

• TPO Review Log

• Audit Console

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.

 Dashboard

From within the Quality Assurance Dashboard, a supervisor can view:

Reviewer Stats

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• Filter dates From/to

• Filter from a dropdown list of All Programs

• Apply the Filter(s) you have assigned

• Reset Filters

• View stats pertaining to each Reviewer (internal auditor):

  • Agent/User ID#

  • First Name/ Last Name

  • Total number of Reviews completed

  • Total number of calls they scored as Passed

  • Total number of calls they scored as Failed

  • Percentage of audits they left Comments on

  • Timestamp of Last Review (audit)
    
    

Agent Stats

• 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.

 Audit Queues

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An Audit Queue determines which calls to select for auditing, and who can review them.

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 From the main Audit Queue page, a supervisor can:

• 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

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  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

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  • Click the PLAY button to listen to a recording of the call

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    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.
  Calls can only be audited once. If a supervisor wishes to view or edit a completed audit, they may do so here.

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• Click the By [Agent Name] tab to view how they scored individual questions, and to see any comments that they left

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• 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

1. Start Auditing calls from an Audit Queue
   Supervisors also have the ability to audit calls.

   • Click Start Auditing to review any available (unaudited) calls in the audit queue

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2. View the Stats of a selected audit queue

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   • [Queue Name] Summary: totals and percentages from the audit queue

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   • [Queue Name] Breakdown: circle chart visuals for audit queue parameters

   • Calls by Reviewer (shown below)

   • Calls by Status

   • Calls by Program

   • Calls by Disposition

   • Calls by Campaign

   • Calls by Agent

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Scorecards

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Scorecards are used by auditors to score every call that is reviewed. SingleComm creates a default 17-question sampling for every Program which can be used as-is or modified.

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From the main page, a supervisor can:

• 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

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• 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
  
  

TPO Review Log

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When active, the TPO Review Log is used to view all available specifications for Third Party Offer calls.

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Audit Console

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The Audit Console is where agents/internal auditors will come to review any eligible calls from work queues to which they are assigned.

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*More information on the internal call auditing process for agents is available here.