QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: RonCB on May 26, 2014, 11:08:58

Title: QA form corrections
Post by: RonCB on May 26, 2014, 11:08:58

Hi.

Is there a way to change a QA form grading after it has been saved?
I know there is a way to add notes but they want to have the possibility to change it afterwards when the made a mistake while grading.
The only option i can find is deleting a form, something you don't like as a grader...

Ron.

Title: Re: QA form corrections
Post by: QueueMetrics on May 26, 2014, 13:55:07

We have this scheduled for Q3 2014. At the moment the only option is delete and rebuild.

Title: Re: QA form corrections
Post by: RonCB on June 04, 2014, 15:12:15

Hi.

That sounds promising. ;-)

We have some agents who are working on different queue and as a result, we use various QA forms.
In the QA search page it's not possible to only select an agent group. You always have to choose a queue-set en form.

Is there a way to manage that?

Ron

Title: Re: QA form corrections
Post by: QueueMetrics on June 13, 2014, 13:29:38

Can you explain it again? not sure I got it.

Title: Re: QA form corrections
Post by: RonCB on June 13, 2014, 23:12:34

What I like to see is the possibility to see all the QA results for an agent, by selecting the agent name. Without selecting a QA form or queue.
That way I can see for instance how many times an agent has been monitored in a period and what his overall score is.

Now I have to check al the QA forms seperatly and combine them somewhere else