Configurations in QM Assist

Managing QM/QM Assist Settings

Administrators with the Quality Management Assist (QM Assist) add-on also have access to configurable options on how calls are evaluated by AI, and on how the system manages evaluations in the “AI Pending” status.

 

Configuring AI Evaluations in QM Assist

To start configuring the “AI Evaluations” performed by Quality Management Assist, follow the steps below:

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1. Log in to your Talkdesk account, and go to the Assign Evaluations section [1].

2. Select the AI Evaluations tab [2] and optionally fill in the following options:

  • “Automatically evaluate” [3]: Here, you can choose the percentage of calls per agent picked by QM Assist to be AI evaluated. Click on the expand button to choose the percentage (10% up to 100%) of agent calls to be automatically evaluated by QM Assist from the dropdown. E.g., if you select the 50% option, this means that in every 100 calls, QM Assist automatically evaluates approximately half of them. This setting allows admins to control the number of evaluations being performed.
  • “Direction type” [4]: Select which type of calls are picked by QM assist (Inbound, Outbound, and/or Both).
  • “Call duration” [5]: Insert a minimum and/or maximum call length.

Notes:

    • If you leave “Call duration” blank, no minimum/maximum duration will be considered. 
    • You can type a minimum without setting a maximum, and vice-versa.
  • Automatically delete AI Pending evaluations after[6]: In case you select this option, the evaluation in the “AI pending” status will be automatically deleted from the list after the number of days inserted in this option. Then, the system will remove all the QM assist evaluations in the “AI pending” status that has a creation date greater than the chosen expiration date. Note: If you do not select this configuration, the AI Pending evaluations will never expire.
  • “Consider as AI pending only evaluations with a completion rate of” [7]: If you select this option, the AI pending evaluations below the indicated percentage will be discarded.

3.  Save your changes [8].

 

Notes:

  • The configuration of “AI Evaluations” is only available to users who have QM Assist enabled.
  • The Assign Evaluations section is not visible to users who don’t have permission to see either the “Random Sample” or the “AI Settings” features.
  • The % of calls evaluated is approximate, since the system is picking the calls as they happen, and it doesn’t know how many will be made. For a 10% configuration, it means the system will pick 1 call every 10.
  • On the “Automatically delete AI Pending evaluations after” option, it is possible to insert a value ranging from 0 to a maximum of 365 days. In case 0 is chosen, evaluations, where the AI wasn’t able to fully score the interaction (“AI Pending”), will be discarded.  
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