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.
Multichannel 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.
In this article, you will find information on:
- Prerequisites
- Access and Permissions
- Defining and Editing Permissions for QM
- Downloading Audio and Video Recordings
Once the app has been installed in your account, it can be accessed via My Apps [1]. If you are in Talkdesk Workspace, you can access QM by clicking on the Quality Management icon:
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:
1. Open the app's settings [1].
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.
Defining and Editing Permissions for QM
By default, Administrators have permission to create and manage forms in QM as well as perform the following actions: scoring, viewing all forms, and evaluations.
If you wish to grant permission to other users, such as supervisors, follow the steps described below:
Note: If you are in Talkdesk Workspace, you can access all features described below by navigating to the Admin app. For more information, please refer to this article.
1. Log into your Talkdesk account as an Administrator.
2. Select the Admin [1] section at the top of the page.
3. Click on the Roles and Permissions tab [2].
4. Choose the role that you would like to change [3].
5. Once within the role’s page, select the Permissions [4] tab and click on Edit [5].
6. Scroll down and expand the “Quality Management” section [6].
7. Grant or remove the permissions by choosing the “Scope” [7] from the drop-down list (“All”, “Ring Group” and/or “Self”), and selecting or deselecting the “Edit” or “View” buttons [8] of each of the following sections:
- “Admin” section [9]:
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- “Configurations” option.
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- “Assign Evaluations” section [10]:
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- “Random Sample” option.
- “AI Evaluation Settings” option.
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- “Calibrations” section [11]:
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- “Perform calibrations” option.
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- “Evaluations” section [12]:
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- “Forms” option.
- “Perform evaluations” option.
- “Annotations” option.
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To know more details about each permission available in the “Quality Management” section, consult the table below.
The “Outcome” column is related to the result obtained by selecting the Edit and/or View permission in each section.
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Outcome |
Permissions needed |
Notes |
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“Assign Evaluations” section:
“Evaluations” section
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“Assign Evaluations” section:
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“Evaluations” section:
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“Evaluations” section:
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“Evaluations” section:
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To activate these permissions, you have to select the “Enable editing of completed evaluations” option on the Configurations page. To know more, consult the “Configuring Feature Preferences in QM” section of this article. |
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“Evaluations” section:
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To activate this permission, you have to select the “Enable Agent View” option on the Configurations page. To know more, consult the “Configuring Feature Preferences in QM” section of this article. |
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“Evaluations” section:
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“Evaluations” section:
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“Calibrations” section:
“Evaluations” section:
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“Calibrations” section:
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“Evaluations” section:
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“Evaluations” section:
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“Evaluations” section:
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“Evaluations” section:
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“Evaluations” section:
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“Admin” section:
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“Admin” section:
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“Assign Evaluations” section:
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“Assign Evaluations” section:
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Downloading Audio and Video Recordings
To download audio or video files (only available to customers that have Talkdesk’s Screen Recording), you must first make sure the right permissions are set up.
Setting Permissions
Within Talkdesk’s Admin section, users will find the Roles and Permissions area, where the different access controls can be set.
Audio and Screen recording download access can be set up independently. Administrators will automatically have permissions set for both.
Downloading from the Activities app
Within the Activities app, when accessing the Activities details side panel, users with these permissions will be able to see the Call Recordings, and Screen Recordings (if these exist for the interaction).
Users have the option to download the audio or video files independently, by clicking the More Actions button (three dots), or download all the interaction files by clicking the Download all option.
Downloading from the Quality Management (QM) Player
Within the QM player, users will also be able to download the audio or video files as displayed in the image.