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Overview

The platform includes a comprehensive Quality Assurance (QA) system for monitoring and evaluating call quality with detailed scoring and review capabilities.

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QA Scoring System

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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

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Overall Quality Score

  • Composite Scoring: Combination of all criteria scores
  • Performance Tracking: Historical quality trends and improvements
  • Benchmark Comparison: Compare performance against standards

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Review Management

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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

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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

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QA Analytics

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Performance Metrics

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

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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

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Review Interface

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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

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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

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Integration with Call System

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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

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Performance Impact

  • Agent Evaluation: QA scores contribute to agent performance metrics
  • Quality Monitoring: Ongoing assessment of service quality
  • Improvement Tracking: Monitor effectiveness of quality improvement initiatives