Notify QA Review participants of important updates.

The email notifications feature notifies users by email when certain QA events occur. Any user role with the Manage QA Settings permission can enable email notifications for calibration sessions and completed QA Reviews on the QA settings page.

The notifications are:

• Calibration — Notifies users when they have been added to a Calibration session

• Completed reviews — Notifies team members when one of their interactions has been reviewed.

  This encourages team members to look at their QA Reviews within Agent Connect right away so they can adjust the way they interact with customers.

• Acknowledgments and appeals — Notifies selected users when an appeal is submitted

  The selected users receive a notification for every appeal, no matter who submitted it.

Email notifications for completed reviews include the following identifying information:

• The date the review was completed

• The name of the reviewer

• The unique interaction ID

• A link to the interaction

• The name of the scorecard used

• The number of annotations added to the review