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Talkdesk Quality Management (QM) Overview

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Talkdesk Quality Management™ (QM) is an application that allows you to evaluate calls and other interactions. It features a modern-looking user interface that is also easy to use, allowing for minimal training and faster onboarding.

The flexible QM Forms are completely customizable in terms of scoring criteria, questions, response types,  point values assigned, and features to expedite their setup.

Multi-channel QM evaluation flows provide a streamlined process that leverages a quick rating system for phone and digital channels.  

QM also enables users to provide coaching feedback during playback that can be tied to the evaluation itself for a closed-loop quality process. Evaluation results from various channels and key metrics are displayed on a single UI, where users can interact with the information to pinpoint quality trends.

 If you wish to install this app, please contact your Customer Success Manager.

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Once the app has been installed in your account, it can be accessed via My Apps [1].

 

Prerequisites

Talkdesk's routing system must be configured, and call recording must be enabled to review and evaluate phone calls using Talkdesk Quality Management.

If you're using the Teams feature in Talkdesk, this will allow for additional filtering capabilities within QM, such as on the Evaluations and Forms pages.

Forms can be assigned to Teams, allowing you to filter the Form's page by Teams. Also, when Teams are used, they will be automatically captured and populated on the Evaluations page, so that QM evaluation data can be filtered by Team(s). 

To learn more about setting up Teams in Talkdesk, please visit the article Teams Section Overview.

 

Access and Permissions

To manage which team members have access to QM, please follow these steps:

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1. Open the app's settings [1].

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2. Select the desired users [2].

3. Click Save changes [3].

You should also make sure that administrators and supervisors are granted the right permissions, as described next.

For more information about roles, please visit the article Roles and Permissions.

 

Permission to Create and Manage Forms

By default, Administrators have permission to create and manage forms in QM.

If you wish to grant this permission to other users, follow the steps described below: 

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1. Go to the Admin [1] section at the top of the page.

2. Click on the Roles and Permissions tab [2] and then, on the role [3].

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3. Select the Permissions tab [4].

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4. Expand the Admin section [5] and in “Preferences” [6] choose the Update permission option [7]

5. Save your changes [8].

 

Permission to Perform Scoring, View Forms and Evaluations

By definition, Administrators have permission to perform these actions in QM: scoring, viewing all forms, and viewing all evaluations.

To give these permissions to other users, such as supervisors, go to their Role settings and make sure that the “Teams” and "Calls" permissions of the role are configured as described next:

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1. To allow users to create new evaluations/edit drafts:

    • Select the "Teams" section [1]  and the "Update" permission option [2].

2. To allow users to view forms:

      • Select the "Teams" section and the "View" permission option [3].

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3. To allow users to view completed evaluations:

    • Select the "Calls" section [4] and choose the required "Scope" [5] from the drop-down list:
      • All [6]: The role will have access to all the evaluations (usually an Admin role).
      • Ring Group [7]: The role will have access to evaluations within the same Ring Groups/Queues (usually a Supervisor role). Note: Calls made using dedicated agent numbers will not have a Ring Group assigned, which will carry over to QM if those call recordings are evaluated (the recording will not have a ring group assigned). Therefore, it’s not possible to restrict access based on Ring Group in this case.
      • Agent [8]: The role will only have access to their evaluations (usually an Agent role).
    • Select the "View" permission option for "Call Recording". 

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Note: Once you've configured the necessary permissions, don't forget to click Save [9] in the top-right corner of the screen to apply the changes. 

 

For additional support, please contact your Customer Success Manager.

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