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This feature utilizes the full advantages of integrating Quality Management with Talkdesk Builder™.

Note: In the example below, you will see an email automation, but keep in mind that this feature is compatible with all integrations available for your account.

Creating Evaluation Notifications

To activate this feature, head to Talkdesk Builder and enter your email notifier integration [1]. Here, you’ll be able to automate sending an email when an evaluation is published with a score below 70%.

Within the integration, click on the Create automation button [2].

To begin adding this automation, first, provide it with a name [3]. Then, use the 3 dropdown menus in “Configure the automation”: 

• Select what system you want the automation to originate from (“in” field) [4].
• Choose the event triggering it (“when” field) [5].
• What resulting action will be triggered (“then” field) [6].

Choose “Yes” in “Filter the Event” [7]. To open two dropdown menus.

Note:

Some options will open a third box, prompting you to type more information. In this example, in “Select the event filter”, we chose “Evaluation Score” [8], in “Select the condition” we chose “Less than” [9]. This opened a third option to type a value. In this case, “70”.

You can add as many filters as you require by simply clicking + Add filter [10].

To add a more personalized feel to your automated messages, drag and drop events from the “Event Fields” section [11] to the message boxes at the right of the screen. 

Event themes available are “Trigger”, “Agent”, “Time” and “Account”.

The message box section consists of:

• “To” [12]: Drag fields or manually type the email(s) defining the recipients of the message.
• “Subject” [13]: Drag and drop fields to make the email subjects feel less automatic.
• “Body” [14]: Add whichever message you want, using the fields to tailor the content to each recipient. E.g. add the agent’s name and a clickable link directing to the evaluation.

After filling out all fields, return to the top of the page and click Save [15] to finish creating the automation.

Quality Management and Quality Management Assist Event List

• New submitted manual evaluation:

  • Account ID
  • Agent ID
  • Agent Name
  • Agent email
  • Evaluator ID
  • Evaluator Name
  • Evaluator email
  • Evaluation ID
  • Evaluation Version
  • Evaluation Created At
  • Evaluation Completed At
  • Evaluation Status
  • Evaluation Type
  • Evaluation Score
  • Evaluation Queues
  • Team ID
  • Team Name
  • Link to the Evaluation
  • Form ID
  • Form Name
  • Form Version
  • Interaction ID
  • Interaction Type
  • Interaction Reference
  • Interaction Disposition
  • Interaction Occurred At

• Review request:

  • Account ID
  • Agent ID
  • Agent Name
  • Agent email
  • Evaluator ID
  • Evaluator Name
  • Evaluator email
  • Evaluation ID
  • Evaluation Version
  • Evaluation Created At
  • Evaluation Completed At
  • Evaluation Status
  • Evaluation Type
  • Evaluation Score
  • Previous Evaluation Score
  • Evaluation Queues
  • Team ID
  • Team Name
  • Link to the Evaluation
  • Form ID
  • Form Name
  • Form Version
  • Interaction ID
  • Interaction Type
  • Interaction Reference
  • Interaction Disposition
  • Interaction Occurred At
  • Review Request Note
  • Review Requested At
  • Review Resolution Note

• Review request accepted:

  • Account ID
  • Agent ID
  • Agent Name
  • Agent email
  • Evaluator ID
  • Evaluator Name
  • Evaluator email
  • Evaluation ID
  • Evaluation Version
  • Evaluation Created At
  • Evaluation Completed At
  • Evaluation Status
  • Evaluation Type
  • Evaluation Score
  • Previous Evaluation Score
  • Evaluation Queues
  • Team ID
  • Team Name
  • Link to the Evaluation
  • Form ID
  • Form Name
  • Form Version
  • Interaction ID
  • Interaction Type
  • Interaction Reference
  • Interaction Disposition
  • Interaction Occurred At
  • Review Request Note
  • Review Requested At
  • Review Resolution Note

• Review request rejected

  • Account ID
  • Agent ID
  • Agent Name
  • Agent email
  • Evaluator ID
  • Evaluator Name
  • Evaluator email
  • Evaluation ID
  • Evaluation Version
  • Evaluation Created At
  • Evaluation Completed At
  • Evaluation Status
  • Evaluation Type
  • Evaluation Score
  • Previous Evaluation Score
  • Evaluation Queues
  • Team ID
  • Team Name
  • Link to the Evaluation
  • Form ID
  • Form Name
  • Form Version
  • Interaction ID
  • Interaction Type
  • Interaction Reference
  • Interaction Disposition
  • Interaction Occurred At
  • Review Request Note
  • Review Requested At
  • Review Resolution Note
  • Review Resolved At

• To-do assigned:

  • Account ID
  • Agent ID
  • Agent Name
  • Agent email
  • Evaluator ID
  • Evaluator Name
  • Evaluator email
  • Evaluation ID
  • Evaluation Version
  • Evaluation Created At
  • Evaluation Due Date
  • Evaluation Status
  • Evaluation Queues
  • Team ID
  • Team Name
  • Link to the Evaluation
  • Form ID
  • Form Name
  • Form Version
  • Interaction ID
  • Interaction Type
  • Interaction Reference
  • Interaction Disposition
  • Interaction Occurred At
  • Sampling Rule ID
  • Sampling Rule Name
  • Calibration ID
  • Calibration Name
  • Calibration Requester ID
  • Calibration Requester Name