Audits
Grade QA reviewers to enhance alignment with company policies.
In the QA Audit process, a designated auditor grades a completed QA Review and provides a score for the reviewer. The QA Audit process seeks to keep QA reviews accurate and up-to-date on a company's policies without bias or error.
QA Audits help organizations to align all teams involved in a QA program to the same standards. QA managers or subject matter experts have an opportunity to provide QA reviewers with feedback on their reviews, so the reviewers can take that feedback and apply it in the future.
The QA Reviewers dashboard provides more visibility into QA reviewers' performance. With this new data, Agent Connect admins have more visibility into both agent and reviewer performance.
QA Audit permissions
The Admin [Default] and Team Leader [Default] roles have permission to view and perform QA Audits by default. To grant these permissions to another role, select the Perform QA Audits and/or View Audits permissions on the Roles tab of the Manage Team page.
Perform QA Audits — Grants read and write access for Audits, with permission to begin, edit, update, or delete an Audit
For users who need both read and write access, only this permission is needed.
View Audits — Grants read-access only for Audits, without permission to start an Audit
Create an Audit scorecard
Follow the steps below to create an Audit scorecard:
Open the Settings page, then select the "QA" tile.
On the QA settings page, click Create new scorecard to open the QA Scorecard Builder page.
Select the Audit Scorecard radio button to designate the scorecard for Audits rather than QA Reviews.
Enter a descriptive name in the Scorecard Name field, then enter details for the first question:
Question text — Enter the text of the scorecard question that Auditors will see.
Question description — Enter an optional description to provide more context about the question.
Answer text — Enter the text of the first answer option.
Only one answer field is shown to start. Click Add answer to add more options to the question, if needed.
Score — Enter a numerical score to associate with the answer.
This allows you to quantify answers that represent degrees of success. For example, "Not demonstrated" could be scored as 0, "Demonstrated" as 5, and "Exceptional" as 10.
Autofail — Select "Yes" if you wish the Audit to fail with a score of 0% if the auditor selects that answer
Click Add question to add more questions to the scorecard.
If you would like to separate the scorecard into sections, click Add section beneath the first question.
The scorecard creation process for Audits is the same as it is for QA Reviews. See Scorecards for more information.
Perform an Audit
If your account has the necessary permissions, you can start an Audit from the Completed Reviews tab of the QA Dashboard. The Completed Reviews table in this tab contains a list of QA Reviews based on the selected filter criteria. In the Audits column, you will see an Audit link for any Reviews that have not yet been audited. If an Audit has already been performed, you will see a View Audit link, instead.
If you would like to view only Reviews that have not been audited, deselect the Include Audited checkbox in the filter section near the top of the tab.
The Completed Reviews table contains a range of information that can help you to choose a Review to audit, including the Star Rating, completion date, and any pertinent events (Autofail, Appealed, etc.).
QA Audit workflow
Once you have selected a Review to audit, the QA Audit workflow begins. You will see information about the original Review, including the underlying customer interaction, any relevant transcripts, Review scores/comments, and any annotations saved by the reviewer.
In the right-most column, start by selecting an Audit scorecard, then click Start Audit. Answer all of the questions in the scorecard, leaving any pertinent comments you feel will help the Reviewer, then click Submit Audit when finished.
If you need to pause the Audit and finish it later, click Save Draft. You can then find the Audit on the Audits page to continue.
Once an Audit has been submitted, it cannot be re-opened or edited.
To perform an Audit anonymously, toggle the Hide Auditor's Name switch on before selecting a scorecard.
View completed Audits and drafts
To view completed Audits or continue a saved draft, first open the Audits page (QA Dashboard > Audits). Draft Audits will be highlighted in the Audits table, and you will see a Continue button that will allow you to keep working:
In this table, you can see the date of completed (or draft) Audits, the associated QA reviewer and auditor, and the Audit scorecard used. To view a completed Audit, click View in that Audit's row.
Request data via API
The QA Audits API endpoint provides up to 1,000 audit records at a time in JSON format. The API returns information about the underlying interactions, reviewers, auditors, questions, scores, and more for all Audits in the specified time period.
