QA User Interface

Overview

QA

Quality Assurance (QA) is integrated with the Voice Recorder software suite, giving managers and supervisors a comprehensive tool with which to monitor, evaluate, and improve agent performance.

QA's two applications are:

QA

Screen Capture

With QA, users can utilize custom forms that reflect their business environment and goals. Retrieval can make finding and listening to calls a simple task and instant access to the integrated QA application gives users a convenient and efficient way to score agents' calls during playback or in real-time.

Screen Capture is an important supplement to any recording system being used for Quality Assurance. Being able to watch what agents are doing on their computers while they take calls and even during call wrap-up, aids managers in streamlining workflow and improving agent efficiency.

Implementing QA forms is a three-step process: First, the forms must be designed and created by a System Administrator to reflect the needs and standards of the enterprise. This process is specifically identified and defined in the User Interface Administrator Manual. Second, agent calls are evaluated and graded with QA grading forms. Third, reports and statistics are generated using Retrieval, enabling managers and supervisors to assess agents’ performance, both as individuals and as groups.