Quality Assessment

[fcallahan]

In the tab for Cfg QA for the item form is there a way to enter a specific detail for the function.  All it has is a drop down menu and I can not enter my own criteria for the form.

[QueueMetrics]

Not sure I understand - you can choose the items for agents to be graded upon, if this was the question 

[fcallahan]

How do I add different Items to be graded on.  There is only a drop down menu to select from.  I need to add to that for the different Departments that we have in my company.  They listen for different things between each department.

[QueueMetrics]

If you go to the "QA Forms" editors, you can create different forms, to be set by different peoiple with different permissions, given the current set of items.

The set of items can be changed by clicking on the "Edit items" button.

[fcallahan]

I am sorry I do not think I explained it very well what I was looking for.   Under the edit form for the QA at the top there is a place to 'add new item'.  The drop down menu on the right is where I want to add other information.  Is there a way to add other selections to the drop down menu.  Thanks in advance for the help. 

[QueueMetrics]

Yes you can have up to 5 sections per QA form.

[fcallahan]

Let me try this again in a different way.  Under QA:Forms you have the list of forms if you click on the little people icon it brings you to QA:ITem for Form: Quality Assurance under this area you can add new items to the QA Form. Example that is in the drop down menu SCG: How positive clear and eager was the use of the Corporate Greeting?  I need to add different items beside what is listed in the drop down menu.  How do I do that?

[QueueMetrics]

You should go to the "QA: Forms" page -> click on "Edit items" -> create a new entry.

Then go back to "QA: Forms" page -> select a form -> click on the "people" icon -> add the new entry.

Note that forms with data on them are not editable; try and create a new form from scratch.

[fcallahan]

I have created a new form and created the sections that I need but I am not able to create new Line "item" to check off during the call audit.

[QueueMetrics]

Can you post a screenshot of your items AND the drop-down menu?