Quality Control

Go to leftmenu,Campaign –> Quality Contol,open the page

Select campaign and survey(if it has one), then it will list all submitted records

For each record, it has three parts, QC action, Customer Information, Survey

Recording If agent talked to customer, you will see recording icon, click the icon you can listen to the conversation

In the same page, you can read customer and survey information.

View, when there're several conversation in the conversation(as transfer), you can listen to specific recording.

Click QC passed or failed

If you want to rate the record, click “QC Rate” button

For rate item, you can config in qcrates

First set the condition, select campaign and survey(if it has), then in Status, select “Success Submit”, in QC Status, select “Yes”

after Export button, select “Recording”, then click Export

System will prompt exporting setting, the time or if you want to remove recordings when export is done(no by default)

After save, system will give you the name of the exported file