The QA screen contains only the calls on the system that have been given a rating or had a note put on the recording, using either the ‘Add Note’ button or the ‘Rate this Recording’ icon on recordings playback, coaching or the dash/wallboard CTU widget.
The search criteria on the QA screen has less options than on the Recording Playback screen.
Note: The date and time criteria will search for when the call was made not when notes were applied.
The default screen has the options to search by start date, end date and phone number. Clicking the grey button next to the search button reveals a drop down of more search criteria options.
User - Use this to pick a certain agent that took/made the call.
Campaign - Here an agent can filter by calls made or received in a certain campaign.
Reference ID - The user can filter calls by reference ID here.
Average Rating - Users can filter the search by average rating using this drop down.
Exceptions Only - Only show calls that have been flagged as an exception (configurable on a per outcome basis).
Result Code - Filter by a specific call outcome – this shows the code not the description of the result code.
Category - Filter by note category. See note category guide for further information.
Rec Length - Filter by recording length.
Clicking on an entry will automatically start the call recording playing, as well as highlighting areas where recording notes have been applied to the call using the Add Note button on Recordings Playback.
Clicking the arrow icon next to the agents name will show you any notes that have been applied to the call recording and who the note was made by.
Clicking on a note will bring up the note details on the right-hand side of the page. Its not possible to edit the existing notes here, but users can add a note by clicking the ‘Add QA Note’ on the right, just below the recording pane.
