Running the desk
Score conversations and coach agents with QA scorecards
Start from a ready-made scorecard, score a call or conversation, see each agent's weekly trend and send coaching notes the agent acknowledges.
Steps
Create a scorecard
Open Quality. Under Ready-made scorecards, choose Use this template for one of the four templates: voice, chat and e-mail, an outbound compliance check, or a five-question quick check. Or write your own with Create scorecard. A scorecard has weighted questions, answered yes or no or rated 0 to 5, with Not applicable where allowed. A critical question answered no fails the whole evaluation.
Start scoring
Under Score a conversation or call, choose the scorecard, paste the conversation's id and choose Start scoring. A call is a conversation too. A sampling plan can also draw conversations for you with Sample now.
Answer the questions
Answer each question and add a comment where it helps. Choose Save draft to come back later, or Submit score. The score is the scorecard's weighted result over your answers.
Start from the automatic review
If an automatic review of the conversation exists, choose Start from the suggestion. It fills in the answers as a starting point only. Before you can submit, you confirm: I have read every answer and the score is my own judgement. The agent is told that the score began from a suggestion.
Follow an agent over time
The Team table shows each agent's average, last week and the change. Open an agent to see the Weekly average and the Criteria, weakest first.
Write a coaching note
On the agent's page, write in Note to the agent, optionally pick the scored conversation it is about, and choose Add note.
The agent responds
The agent opens My quality, reads the scored conversations and notes, and chooses Acknowledge on a note, with an optional reply. On a score the agent can Acknowledge or Dispute it, and a different person decides the dispute.
Good to know
- Calibration sessions let several people score the same conversation so you can see how far apart they are. They never reach the agent.
- Automatic scores are advisory. They are never shown to the agent and never counted in an agent's figures until a person has made them an evaluation or reviewed them.
- Templates can be changed by creating the next version of the scorecard; earlier evaluations keep the version they were scored on.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.