How can we help?

Talkdesk Quality Management (QM): Overview

Follow

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.

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

My_apps_1_certo.png

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:

Access_and_Permissions_1_certo.png

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

Access_and_Permissions_2-3_certo.png

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:

_1-3_Talkdesk-Quality-Management-QM-Overview.png

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].

4-5..png

 

5.  Once within the role’s page, select the Permissions [4] tab and click on Edit [5].

QM_permissions_6-12..png

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]:
      • “Configurations” option.
  • “Assign Evaluations” section [10]:
      • “Random Sample” option.
      • “AI Evaluation Settings” option.
  • “Calibrations” section [11]:
      • “Perform calibrations” option.
  • “Evaluations” section [12]:
      • “Forms” option.
      • “Perform evaluations” option.
      • “Annotations” option.

 

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.

Outcome

Permissions needed 

Notes

  • Create Random Samples
  • Edit Random Samples

“Assign Evaluations” section:

  • “Random Sample” option : Select View
  • “Random Sample” option : Select  Edit

“Evaluations” section

  • “Forms” option : Select View
 
  • View Random Samples

“Assign Evaluations” section:

  • “Random Sample” option : Select View
 
  • Create Evaluations

“Evaluations” section:

  • “Evaluations” option : Select Edit
  • “Evaluations” option : Select View
  • “Forms” option : Select View
 
  • Edit Evaluations
  • Delete Evaluations

“Evaluations” section:

  • “Evaluations” option: Select Edit
  • “Evaluations” option: Select View
 
  • Edit Completed Evaluations

“Evaluations” section:

  • “Evaluations” option : Select Edit
  • “Evaluations” option : Select View

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.

  • See own Evaluations

“Evaluations” section:

  • “Evaluations” option : Select View
  • “Scope” : Select Self

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.

  • See Ring Group Evaluations

“Evaluations” section:

  • “Evaluations” option : Select View
  • “Scope”: Select Ring Group
 
  • See all Evaluations

“Evaluations” section:

  • “Evaluations” option: Select View
  • “Scope” : Select All
 
  • Create Calibrations
  • Edit Calibrations

“Calibrations” section:

  • “Calibrations” option: Select View
  • “Calibrations” option: Select Edit

“Evaluations” section:

  • “Forms” option: Select View
 
  • See Calibrations

“Calibrations” section:

  • “Calibrations” option: Select View
 
  • See own Annotations

“Evaluations” section:

  • “Annotations” option : Select View
  • “Evaluations” option : Select View
  • Scope: Select Self
 
  • See all Annotations

“Evaluations” section:

  • “Annotations” option: Select View
  • “Evaluations” option: Select View
  • “Scope”: Select All
 
  • Create Annotations
  • Edit Annotations
  • Delete Annotations

“Evaluations” section:

  • “Annotations” option : Select View
  • “Annotations” option : Select Edit
 
  • See Forms

“Evaluations” section:

  • “Forms” option : Select View
 
  • Create Forms
  • Edit Forms

“Evaluations” section:

  • “Forms” option : Select View
  • “Forms” option : Select Edit
 
  • See Configurations

“Admin” section:

  • “Configurations” option : Select View
 
  • Edit Configurations

“Admin” section:

  • “Configurations” option : Select View
  • “Configurations” option : Select Edit
 
  • See AI Settings Configurations

“Assign Evaluations” section:

  • “AI Evaluations Settings” option  Select View
 
  • Edit AI Settings Configurations

“Assign Evaluations” section:

  •  “AI Evaluations Settings” option : Select View
  • “AI Evaluations Settings” option : Select Edit
 

 

For additional support, please contact your Customer Success Manager.

All Articles ""
Please sign in to submit a request.