Frequently asked questions about QA Reviews

This guide contains frequently asked questions about QA features in Medallia Agent Connect.

For QA Assignments, are the assignment filters combined or applied individually?

The assignment filters are applied individually. The number entered for a specific filter represents the number of interactions that will be included for that particular criterion. Interactions may coincidentally fulfill more than one filter criteria, but the system is specifically looking at each individual filter to determine how many interactions to include that match that filter.

Consider the following example scenario:

• You would like four reviews to be completed.

• At least one review should be for a phone interaction.

• At least one review should be for a 1-3 star interaction.

• The other two reviews can be for any type of interaction.

In that case, your assignment quantity selection would look like the example below. It is possible that the one phone interaction would also have a 1-3 star rating, or that the one low-rated interaction took place via phone. However, that would not mean that the filters were being combined. There would be at least one review matching the first filter, and at least one additional review matching the second filter.

Can I review an interaction that does not have a survey response? What about an interaction for which the survey was suppressed?

Yes, you can review any interaction that occurs in your CRM, as long as it was passed to Agent Connect. You can review an interaction even if the do_not_send flag was applied or if the customer did not reply to the survey.

Where is the best place to locate all completed reviews?

You can find completed reviews on the QA Dashboard, accessible from the top navigation bar at QA > Dashboard. This will show your organization's metrics, and the Completed Reviews tab will contain all of the reviews performed by your team. You can export completed review via the Export button in the Completed Reviews tab.