Quality Assurance (QA)

Learn about QA features and configure QA for your organization.

The Medallia Agent Connect QA experience focuses on real-time coaching shortly after a customer interaction to ensure consistent quality and discover coaching opportunities. Real-time coaching can be more effective than waiting to provide team members with performance feedback after time has passed. In Agent Connect, team members have access to their QA reviews immediately, so they can review and make immediate performance improvements.

This article provides an overview of QA features and a guide to configuring QA on the Settings page. To learn more about specific QA features, see the additional guides in the sidebar menu.

QA overview

The QA feature in Agent Connect is made up of several components working together to make the process intuitive and actionable.

You can create QA Assignments, which push a quota of random interactions to pools of reviewers automatically, on a schedule.
QA reviewers can also select interactions outside of their assignments to review any time, as described in Interactions.
Reviewers base their reviews on the Scorecards you create. A scorecard provides the standards against which interactions are compared, helping reviewers to focus on the quality standards and coaching opportunities that are important to your company.
Calibrations help to remove subjectivity from reviews by measuring whether reviewers are reaching similar conclusions after reviewing the same interaction. This ensures that team members receive consistent coaching aligned with company goals.
Optionally, your company might use Acknowledgments and appeals. An acknowledgment is a simple task for team members to inform reviewers that a review has been read and understood. An appeal is a way for team members to request a further look into specific questions or answers on a review scorecard.

Configure QA settings

The QA page (Settings > QA) contains configurable settings that control the QA experience for reviewers and reviewees. This section contains instructions to configure each setting on the page.

Note: The QA feature must be enabled by a Medallia representative for these settings to be available.

Scorecards

A QA scorecard is a collection of questions used by reviewers when scoring a customer interaction. Scorecards help to provide consistency, clarity, and uniformity across QA reviews.

The Scorecards section displays all scorecards in your organization, organized into QA Review and Audit tabs. Here you can see when each scorecard was created, how many sections each contains, and how many interactions have been scored by each card.

You can Edit, Duplicate, or Archive a scorecard by clicking the buttons in the corresponding row. After archiving a scorecard, you can select Show archived to view it in the list and unarchive it, if needed.

Click Create new scorecard to configure a new entry. To learn more, see Scorecards.

Acknowledgements and appeals

Acknowledgments and appeals help team members to provide feedback about completed reviews of their customer interactions. This helps to build strong feedback loops and enables more meaningful coaching.

This section contains one drop-down menu to enable or disable acknowledgements and appeals for QA sessions. You can also select "Enabled acknowledgements only" to use acknowledgements but not appeals.

image of the acknowledgements and appeals section

To learn more, see Acknowledgments and appeals.

Notifications

In the Notifications section, you can determine whether or not QA participants receive email notifications at three points the QA process:

Calibration — Send notifications to reviewers when they are added to a new calibration.
Completed reviews — Send notifications to reviewees when QA reviews are completed for them.
Acknowledgments & appeals — Send notifications about new appeals to any users selected in the drop-down menu.

Assignments

The Assignments section contains the Review Similar toggle switch.

When a QA reviewer works through an assignment, it is possible that the reviewer can exhaust all eligible reviews based on the criteria specified in the assignment. If the QA assignment was configured with the Allow Partial Match checkbox selected, and the Review Similar toggle switch is On, reviewers will be presented with the option to select reviews that only partially match the assignment criteria. This allows reviewers to meet their quota without waiting for new interactions.

PII

The PII section contains the Expungement threshold field.

Transcript text and audio files attached to QA reviews will be cleaned of Personally Identifiable Information (PII) after the number of days specified in this field. Transcript text will be replaced with stars (*), and audio files will be removed. Scores will remain in place for the sake of historical reporting.

Tip: Updating the value here will apply to all current reviews in addition to future reviews.

QA Dashboard

The QA solution includes a QA Dashboard that provides insights into program performance over time. It highlights areas of strength and opportunities for improvement while displaying trends to support data-driven coaching.