QA Reviews¶
Go to Listings β QA Reviews to see a list of your QA reviews. QA reviews rate how well agents handle activities, using a QA form. Reviewers add them from Listings β Activities; AI QA adds them automatically. For how forms, reviews, AI QA and the QA statistics fit together, see How Quality Works.
Tip
To let agents read only the reviews of their own activities, give their profile the Read own reviews permission for QA reviews in the Listings area β and not Read all.
QA Review List¶
When you open QA Reviews, the Time filter will be set to Today by default. If you want to see a different time period, select one of the presets or set up your own. You can also filter by QA Form, by which user the review was Created by and by the Reviewed operator β the agent who handled the activity β and their groups. Click Search to apply your filter. You can also use the Advanced filter just above the Search button. To sort your QA reviews by a column, click its title. Click it again to reverse the sorting. Click Export to open the Export dialog where you can download a table with your QA reviews in .xlsx or .csv format. See Bulk operations for detailed export instructions. To delete a QA review, click the Delete button in the Actions column.
To copy a link to a QA review, open the review and click the Copy to clipboard button in the form header.
For average scores per agent or queue, use the Rating QA statistics in Reporting β Statistics.
Edit QA Review¶
Click the Edit button in the Actions column to open the QA review. The detail shows the answers the original reviewer selected. Based on the activity details available on the right-hand side, change the answer to any question. Click Save to return to the list of QA reviews.