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The platform includes a comprehensive Quality Assurance (QA) system for monitoring and evaluating call quality with detailed scoring and review capabilities.
QA Scoring System
Scoring Criteria
Based on the platform implementation, QA reviews use a 1-10 point scoring system across multiple criteria:
- Communication: Clarity and effectiveness of communication
- Accuracy: Correctness of information provided
- Professionalism: Professional conduct and courtesy during calls
Overall Quality Score
- Composite Scoring: Combination of all criteria scores
- Performance Tracking: Historical quality trends and improvements
- Benchmark Comparison: Compare performance against standards
Review Management
Review Status Workflow
The system tracks reviews through different states:
- Pending: Reviews awaiting evaluation
- In Review: Currently being assessed
- Completed: Finished evaluations
- Flagged: Reviews requiring attention or follow-up
Review Operations
- Create Reviews: Generate QA reviews for specific calls
- Update Reviews: Modify existing review scores and feedback
- Status Management: Track review progress and workflow
- Quality Tracking: Monitor review completion and quality metrics
QA Analytics
The system provides analytics for quality assurance:
- Average Scores: Overall quality performance across all criteria
- Score Distribution: Breakdown of scores by criteria and time period
- Review Status: Summary of review workflow states
- Quality Trends: Historical performance data and improvement tracking
Reporting Features
- Quality Dashboards: Visual representation of QA metrics
- Performance Reports: Detailed analysis of call quality
- Trend Analysis: Quality improvement or decline patterns
- Comparative Analysis: Performance across different agents or time periods
Review Interface
Review Creation
- Call Selection: Choose specific calls for quality review
- Criteria Evaluation: Score calls across communication, accuracy, and professionalism
- Feedback System: Add detailed comments and improvement suggestions
- Status Assignment: Set appropriate review status
Review Management Dashboard
- Review Listing: View all reviews with filtering and search capabilities
- Status Tracking: Monitor review workflow and completion
- Performance Overview: Quick access to quality metrics and trends
- Action Items: Identify reviews requiring attention or follow-up
Integration with Call System
Automatic Review Generation
- Call-Based Reviews: QA reviews can be generated for any recorded call
- Review Linking: Reviews are connected to specific call records
- Data Integration: QA scores integrate with overall call analytics
- Agent Evaluation: QA scores contribute to agent performance metrics
- Quality Monitoring: Ongoing assessment of service quality
- Improvement Tracking: Monitor effectiveness of quality improvement initiatives
