Quality
- Daniel Olivera (Unlicensed)
- uContact dev
- Luna Gil (Unlicensed)
Contents
Quality Models
Menu for the management of quality models, with which the supervisor can evaluate the recordings of the system.
Models: Select the model to which you want to add the question.
Questions: Write the question you want to save or select an existing one.
Info: Additional information is added to the question, which is displayed to the supervisor at the time of grading.
Delete: Deletes the selected questions.
Save: Saves the questions written in the question field.
To the right is the table of questions that are in the system.
Qualification process
The models that will be available to complete in the recordings must be configured in the campaign under the “Quality” field.
Once the model is configured in the campaign, you can go to the call recordings section to apply the model in a call recording, within the modal we must select the model in the upper right corner.
When selecting, all the questions associated with the model will be displayed for the supervisor to complete, allowing him to enter, per question, a comment and star rating, with 0 stars being the worst rating and 5 stars being the highest rating.
References:
Button responsible for clearing all the stars from each of the questions.
Allows you to download the answers in PDF format.
Allows you to download the answers in XLSX format.
Save changes made to question answers.
Responses with 0 stars and no comments are allowed
Reply Deletion
When opening a previously answered quality survey, two new buttons will be displayed for deleting the responses.
References:
Mark to delete the answer to which it is associated, this button only appears on questions that have an answer.
Mark all responses made for deletion.
The delete buttons do not have immediate action, this means that the marked answers will be deleted after the save button is pressed.
Once a response is marked for deletion, it cannot be unmarked. If you do not want to delete it, you can undo the marking by closing the quality modal.
Answers that are eliminated will not count towards the average, it is only done between the stars and number of questions answered.
COPC Quality Models
The quality process determines the variables with which compliance with the parameters established for the attention and resolution of interaction will be measured; based on a percentage rating structure and focused on a Critical Error and Non-Critical Error process, determining the attributes at a level of Compliance (Compliant), non-compliance (Not Compliant) or, failing that, Not Applicable.
For this, we will start from a construction in an order of Categories – Attributes and an assignment of Error Type and Error Classification.
In order to use COPC quality models, you must first enable it from Settings→General→System. Already in this section, we click on the box next to COPC Quality and press save.
1: Enter the model name.
2: Click “Add” or enter.
Category creation:
The category is a grouping of attributes and according to their type, they could correspond to items of quality, efficiency, and/or effectiveness depending on the need. The category must receive a maximum percentage weight and, in turn, within the number of categories that are created, they cannot add up to more than 100%, without the need for their weight to be equal among them. The category must be entered manually and its percentage could be done through a dropdown list or with manual entry.
Types of fields
Category > Text field
Weight > Numerical Percentage field from 0% to 100% manual entry or dropdown list.
1: Enter category name.
2: Enter category weight.
3: Click the button (+).
Attributes creation:
Once the category has been generated, click on it in the table and the list of attributes will be displayed on the right.
The attributes are items that each advisor must carry out or comply with within each interaction with a user as far as possible and are in function of providing a quality service and that are within the parameters required by the client for its end users, these items are based on the category previously created, likewise, a percentage weight must be assigned to each attribute created where the sum of all the attributes does not exceed the % assigned within the category, this means:
If a category is assigned a maximum % of 20%, the sum of the attribute items cannot add up to more than 20% and their distribution must not be properly equitable among them.
1: Enter attribute name.
2: Enter attribute weight.
3: Select type of error:
The error types are the focus of the model result, since it determines the importance of each Attribute and Category and will allow a clear overview of the shortcomings of the evaluated operation; these are categorized as:
Critical error: It is the one that affects some vital process of the operation, its stability or directly to the end user.
Non-critical error: Those that are not fulfilled in this way do not drastically affect the operation, but, in some way, it is necessary to perform them in each interaction with a user.
4: Select the Error Type classification.
This classification is based on the type of error and its impact on the business, within them are the critical errors:
Of business
Of End-user
Of process
And within the Non-Critical:
Non-Critical
5: Click on the button (+)
Example:
Once the categories/attributes have been created, click on the save button:
Summary:
Taking into account the above, it is defined that a Quality model is built with a Type of Error and its classification as the parent of the model, followed by a Category and, also, some attributes, in this way both the category and the attribute will have a weight percentage that must be defined when building the model.
As determined in the previous steps, the weights of the Category(ies) cannot add up to more than 100%, likewise, the sum of the Attributes of each Category must not exceed the total weight assigned in the category.
Ranges
Monitoring Process:
The models that will be available to complete monitoring must be configured in the campaign.
Then when executing the monitoring, it must be selected in the upper right corner.
When selecting, all the categories with their attributes will be displayed for the supervisor to complete.
The monitoring type must also be selected:
Live: Monitoring carried out through the spy located in the supervision dashboard, from there the supervisor or quality analyst can open the qualification option so that the matrix charges the management of the call.
Recording: Monitoring done through the recording module in a historic way.
Calibration: Type of monitoring that is carried out with the customer and support areas of the contact center, of which evidence must be left, to determine if the concepts of the different areas are consistent with each other and/or make the appropriate adjustments, all participants rate an example call.
Listening Workshops: They are monitoring that can be carried out with one or several agents with an example call, and be able to obtain the notes and observations of it.
By default, it will already be selected when opening depending on where the monitoring is executed from.
Once all the attributes have been completed, you must click the Save button:
After saving, the corresponding calculations will be made and it will be available to see the result in the reports.
Keep in mind that to see the detail of each attribute, you can reopen the monitoring, or also modify it if required.
Once saved, it is possible to delete the responses entered by reopening the modal and selecting the “Delete responses” button.
COPC Quality Details Report:
NCE: Non critical error
CEB: Business critical error
CEEU: End-user critical error
CEP: Process critical error
Creation of Ranges:
The ranges are a classification of the advisors that takes into consideration the average score achieved from all the Monitorings, depending on whether it is a Critical or Non-Critical error. This classification must be built by the operation based on its processes but under a single structure.
Types of fields
Ranges creation > Preloaded Text Field.
Min – Max > Numeric field in whole %.
The sum of the 4 ranges must not be less or greater than 100% and must be created from highest to lowest, which means that quartile 1 must have a maximum of 100% and the last one a minimum of 0% as can be seen in the example below:
Available Reports:
COPC Ranges by date and agent:
In this report, the average of all the monitoring results carried out within the selected period and the selected agents is calculated, based on the above, the quartile they belong to is sought.