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Quality AI General Settings

The Quality AI General Settings allow you to enhance the performance and compliance of your contact center agents. You can configure agent scorecards, create detailed evaluation forms, and set up bookmarks to highlight key conversation points by enabling specific options within this page. These settings are crucial for maintaining high standards in customer interactions and improving overall service quality.

Supervisors or Administrators can enable or disable auto QA scoring of interactions through the QM settings at the app level. Even can control agent access to these interactions (either only audited interactions or both manually evaluated interactions and Auto QA scored interactions) based on roles and operational procedures and configure whether agents can see the names of auditors who scored their interactions, ensuring auditor anonymity as per company policies and security.

Additionally, you can activate Conversation Intelligence, which helps ensure adherence to scripts, including mandatory elements like greeting and promotional messages.

Yoc can access the Quality AI by navigating to Contact Center AI > Quality AI > Configure > Settings > Quality AI General Settings.
QM Settings

The QA has the following sections:

  • Auto QA
  • Agent Score Card
  • Bookmarks
  • Agent Access to Scored Interactions
  • Hide auditor details for agent
  • Quality AI Express

Auto QA

The Auto QA feature lets you set up Evaluation Forms for automated scoring. When the feature is turned off, automated QA scores are hidden across the entire application and its queues, regardless of whether the user has access to Agent Scorecard and QA functionalities. This also restricts access to features like Conversation Mining, Dashboards, and Evaluation Forms.

Enable Auto QA

Steps to enable Auto QA:

  1. Expand the Quality AI General Settings collapse icon to view the following Auto QA.
    Auto QA

  2. Enable Auto QA.

By enabling this Auto QA option, you can access features like the Dashboard (Fail Statistics, Performance Monitor), Adherence Heatmap, Conversation Mining, and Evaluation Forms.

  1. Click Save to save the settings.

Note

Except the administrator, no other user can enable the Auto QA option for agents. The Auto QA toggle option is always in disable mode though it is in activate mode.

Once the Auto QA feature is enabled, you get the following screen to create and configure evaluation forms.

Create and Config Evaluation Forms

Note

When a user with Auto QA permissions disables the Auto QA toggle in Settings, the Agent Scorecard and bookmarks will also be disabled, regardless of whether the user has access to the Agent Scorecard and QA functionalities.

Disable Auto QA

Steps to disable Auto QA:

  1. If you turn off the Auto QA toggle, the following dialog box is displayed.
    Disable Auto QA

  2. Click Confirm to disable the Auto QA.

  3. Click Save to save the settings.

Note

By disabling the Auto QA, the automated QA scoring will be disabled across the entire app and all queues within it.

Agent Score Card

This setting allows you to enable or disable agent-level interaction scoring through agent scorecards, users with the relevant permission access can enable or disable this setting.

Enable Agent Score Card

Steps to enable the Agent Score Card:
1. Expand the Quality AI collapse icon to view the Agent Score Card.
Agent Scorecard Set

  1. Enable the Agent Score Card option.
  2. Click Save to save the settings.

Once the Agent Score Card is enabled from the Settings, you will get the following screen to create agent scorecards.
Auto QA

Disable Agent Score Card

Steps to disable the Agent Score Card:

  1. If you turn off the Agent Score Card toggle, the following dialog box is displayed.
    Auto QA

  2. Click Confirm to disable the Agent Scorecard.

  3. Click Save to save the settings.

Bookmarks

This feature lets you bookmark interactions into various collections for future reference. Once created, these collections are added to Conversation Mining.

Enable Bookmarks

Steps to Add Bookmarks:

  1. Expand the Quality AI collapse icon to view the following Bookmarks option.
    Bookmark

  2. Enable the Bookmarks toggle option to add a new bookmark.

  3. Click the Add Bookmark. The following new Bookmarks row appears. Bookmarks

  4. Enter the Bookmarks name for the assigned interactions.

  5. Add Color for the newly added bookmarks.
  6. Click Save to save the settings.

Disable Bookmarks

Steps to disable Bookmarks:

  1. If you turn off the Bookmarks toggle, the following dialog box is displayed.
    Bookmark

  2. Click Confirm to disable the bookmark.

  3. Click Save to save the settings.

Note

Deleting any created bookmarks removes only the bookmark itself, not the associated relevant interactions.