Page Details: Perform QA

The Perform QA page enables you to evaluate an agent or a recorded interaction using a QA evaluation form you selected.

For more information, see QA Evaluations Overview.

Record Information Fields

If an evaluation is based on agent performance only (that is, not on a recorded interaction), the following fields appear in the Record Information section at the top of the Perform QA page. This section can be expanded or collapsed by clicking the triangle next to the section name.

Last Updated By
Displays the name of the evaluator who most recently saved this evaluation (even if that evaluator made no changes). For a new evaluation that has never been saved, this field displays the name of the current user.
Original Evaluator
Displays the name of the evaluator who originally created this evaluation. For a new evaluation that has never been saved, this field is blank.
Arbitrator
If the evaluation has been disputed, this field displays the assigned arbitrator. Otherwise, the field displays No Dispute.
Score Changes
Displays the number of times the score has been changed for the evaluation.
Agent
Displays the name of the agent for this evaluation.
Last Updated
Displays the date on which the evaluation was most recently saved. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
Original Evaluation Date
Displays the date on which the evaluation was originally submitted. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
Original Score
Displays the total score as awarded the first time this evaluation was saved. If this is a new evaluation, or one that was previously saved but not submitted, this field displays 0.

Call Information Fields

When an evaluation is based on how an agent handled a recorded interaction (that is, a call), the following fields appear in the Call Information section at the top of the Perform QA page. This section can be expanded or collapsed by clicking the triangle next to the section name.

The Call Information section replaces the Record Information section discussed previously, but includes all of that section's fields.

The contents of user-defined fields (such as User1) depend on how your organization uses these fields. For more information, see Page Details: Terminology Settings.

Last Updated By
Displays the name of the evaluator who most recently saved this evaluation (even if that evaluator made no changes). For a new evaluation that has never been saved, this field displays the name of the current user.
Original Evaluator
Displays the name of the evaluator who originally created this evaluation. For a new evaluation that has never been saved, this field is blank.
Device ID
Displays the physical device associated with the recorded interaction.
Dialed Number
Applies only to telephone interactions. Displays either the number dialed by the agent (outbound calls) or the number the caller dialed to reach the agent (inbound calls).
Channel
Displays the inContact WFO channel on which the interaction was recorded.
User4
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User8
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User12
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Record
Displays the unique identifier assigned to this recorded interaction by inContact WFO.
Group
Displays the ACD group associated with the agent for this recorded interaction. Depending on your telephony environment, this setting may be called a hunt group, skill group, or ACD group.
Call Direction
Applies only to telephone interactions. Specifies whether the call was inbound or outbound.
User1
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different (for example, in this image the field is called Customer Number).
Last Updated
Displays the date on which information was last saved for this evaluation. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
Original Evaluation Date
Displays the date on which the evaluation was originally submitted. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
User5
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User9
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User13
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Score Changes
Displays the number of times the score has been changed for the evaluation.
Agent Name
Specifies the name of the agent for this evaluation.
Recording Time
Displays the date and time the recorded interaction occurred.
Device Alias
Displays the ACD/PBX identifier associated with the agent for this recorded interaction (such as an agent ID, login ID, or extension).
Caller ID
Applies only to inbound telephone interactions. Displays the number from which the call was received.
Duration
Specifies the duration of the recorded interaction in the format of HH:MM:SS.
User6
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User10
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User14
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Original Score
Displays the total score as awarded the first time this evaluation was saved. If this is a new evaluation, or one that was previously saved but not submitted, this field displays 0.
ACD Gate
Displays the call gate setting on your ACD/PBX for this recorded interaction. Depending on your telephony environment, this setting may be called a gate, queue, application, skill, or VDN.
Screen Capture
Specifies whether or not this recorded interaction has an associated screen recording.
User2
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Arbitrator
If the evaluation has been disputed, this field displays the assigned arbitrator. Otherwise, the field displays No Dispute.
User3
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different (for example, in this image the field is called ResType).
User7
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User11
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User15
Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.

Evaluation Form Fields

This section contains the actual evaluation form. The fields in the form vary depending on the questions and response choices established when the form was created.

The entire form can be expanded or collapsed by clicking the triangle next to the section name. If the form has multiple sections, each section can be expanded or collapsed in the same way.

Related Tasks