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Quality Assurance Evaluations

Learn how to complete a quality assurance evaluation using Smart Queue.

Use Quality Assurance Evaluations to Maintain Quality Standards and Identify Weaknesses

Quality assurance evaluations make it easy to maintain quality standards and identify weaknesses in your call center.

This article will show you how to complete a quality assurance evaluation. You can also download this short guide and save it to your computer for future use.

To fill out a Quality Assurance form, first select the Queue for the agent that you wish to evaluate. Then, select the time frame that you wish to view from the Quick Activity Reports section.

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Once the report has been generated, select the Answer Details tab. This is labeled as Ans. Dt.

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Under the Queue Details section, scroll to the call you wish to evaluate and click on the magnifying glass icon to the right.

Magnifying Glass 2

After you click on the magnifying glass, a new window will appear. Select the QA tab at the top right of this window.

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A new window will appear. Under the Input Form section, select the desired QA form. (If you only have one form for the queue you selected in the first step, it will appear automatically.) The desired form will display at the bottom of the screen.

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You will note that the call recording is available under Audio Recordings. Simply click on the link to listen to the call, and use the form to score it as you review the agent’s performance.

Use the dropdown menu under Value to score the agent’s performance for each requirement. If you wish to make additional notes, simply click on the Pencil icon to the right of the dropdown menu.

When you have completed the form, scroll to the bottom of the form, click Save, and then Close. You may also select Print if you would like a paper copy.

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