Quality Management > Arbitration and Review > Page Details: Search QA Acknowledgments

Page Details: Search QA Acknowledgments

Search Criteria

Form
Displays the name of the form assigned by its creator. You can choose a single form or use the default of all forms. Available choices are limited to the forms you have rights to access.
Agent
Displays the names of all agents to whom you have access. You can choose a single agent or use the default of all agents.
Agent Status
Allows you to filter your search by the statuses which can be applied to agents: Active or Inactive. You can select one status or use the default of all statuses.
Evaluator
Displays inContact WFO users to whom you have access who have permission to evaluate calls. You can choose a single evaluator or use the default of all evaluators.
Arbitrator
Displays inContact WFO users to whom you have access who have been marked as an arbitrator on a previous evaluation. You can choose a single arbitrator or use the default of all arbitrators.
Group
Displays the Groups to which you have access. You can choose a single group or use the default of all groups.
Acknowledgment Required
Allows you to filter your search by the values of Yes, No, or All. Yes finds evaluations where the QA form required agent acknowledgment and the evaluator sent the evaluation to an agent for acknowledgment. No finds evaluations where the QA form did not require an acknowledgment but the evaluator chose to send the evaluation to an agent for acknowledgment. All finds all evaluations sent to an agent for acknowledgment, regardless of whether the QA form required agent acknowledgment.
Acknowledgment Status
Allows you to filter your search by these acknowledgment statuses: Acknowledged, Unacknowledged, Question, or Dispute. The default value is All.
Start Date
Allows you to select a starting date as part of a date range. The default value is one week prior to the current date. Applies to the date the evaluation was submitted.
End Date
Allows you to select an ending date as part of a date range. The default value is the current date. Applies to the date the evaluation was submitted.

Acknowledgment Information Fields

Agent Name
Displays the name of the agent who was evaluated.
QA Form
Displays the name of the form used for this evaluation.
Evaluator
Displays the name of the user who performed the evaluation.
Arbitrator
Displays the name of the user designated as arbitrator for the evaluation.
Group
Displays the name of the Group to which this agent belongs and with which this QA form is associated.
Evaluation Date
Displays the date on which the evaluation was submitted.
Acknowledgment Date
Displays the date on which this evaluation was acknowledged by the agent.
Status
Displays the current acknowledgment status of the evaluation.
Acknowledgment Required
Displays a value of either Yes or No. Yes indicates the QA form required agent acknowledgment and the evaluator sent the evaluation to an agent for acknowledgment. No indicates the QA form did not require an acknowledgment but the evaluator chose to send the evaluation to an agent for acknowledgment.

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