QA Groups Overview

Task Details Screen Details

QA Groups are collections of users that you define in a way that makes sense for your organization. For example, QA Groups could be based on:

  • Skills on your ACD/PBX
  • Departments (sales, service, billing, and so forth)
  • Teams in your contact center (John's Team, Legends Team)
  • Clients (for an outsourcer)
  • Geographic locations

You can create new QA Groups and edit the names of existing groups as needed.

Supervisors and managers of these groups are given an Uptivity user account with specific permissions to access records, evaluations, and reports for agents in the groups they manage.

In addition to QA Groups, supervisors and evaluators can also be given access to recordings, evaluations, and reports based on ACD groups, ACD gates, or both. This offers you a great deal of flexibility in designing information access and security in Uptivity.

Several quality assurance reports are based on QA Group assignments. Users do not have to be placed in any QA Groups. On the other hand, one user can belong to multiple QA Groups.

Users can only be added to groups if they have the Agent field selected and at least one phone extension in their user account. This is because Uptivity manages group membership based on the agent's phone ID. You can see this in the QA Group list shown in QA Groups Page.

This approach gives you greater flexibility when it comes to associating calls with QA Groups. For example, if an agent has several extensions and you want all calls for that agent associated with the same group, add all of the agent's extensions to that group. On the other hand, if the agent has three extensions, and takes a different type of call on each, you can associate each extension with a different group.

If a QA Group already exists with the name you have chosen, the following error is generated: "That group name already exists! Change the group name and try again."

While Uptivity allows you to delete groups, this is not recommended. It affects historical reporting because the deleted group will no longer be available as a filter. Also, deleted groups cannot be recovered. Deleting groups does not delete the users in those groups.

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