QA Forms

Create a New QA Form/Edit a QA Form

Go to Manage → Settings → QA Forms to add the QA form to your queues. 

To create a new QA form from scratch, click Add new.

To use an existing QA form as a template for your new one, click Clone in the Actions column.

To edit a QA form, click its title.

The QA form details will open.

Fill out the title and description.

Set your Initial score and minimum final score.

Save your QA form.

QA Form Details 

Choose sections

Drag section from the right side menu to the drop field. Name it and write the description.

Choose questions

Click Add new to Create a new question. A new window will open.

Enter the question into the Title field.

Enter the answer into the Answers field and select a number Value this question. 

To add a new answer click the plus button next to the Value field.

QA Form Details for AI

Fill out the title and description, then continue with set up your QA forms:

Choose sections

Drag section from the right side menu to the drop field. Name it and write the description.

Choose questions

Click Add new to Create a new question. A new window will open.

Enter the question into the Title field.

Description field: In order to enable AI to choose the correct answer (see below), provide it with a maximum of relevant information.

Type field: select a Multiple choice (selectbox)

Enter multiple answers (can be as much as you wish) into the Answers field. For example: 1 answer - yes. 2 answer - no.

Afterwards select a number Value that is related to the specific answer. For example: Yes - Value 10, No - Value 0.

To add a new answer click the plus button next to the Value field.

How does it work in practice?

Imagine that the team leader of the sales departement decided to keep an eye on his/her agents in terms of their interaction with customers .

So he/she created a QA Form for AI and named it Politeness.

Then he/she composed a description for AI: Was the agent polite during the call? Yes: the agent did not use any abusive or coarse language. No: the agent was rude using abusive and profan formulations.

How does AI identify which answer to choose? AI use speech-to-text transfer in order to analyse text following team leader’s requirements: it seeks for specific key words or more complex expressions, that are related to correct answers. So if, for example, the sales agent was using a profane language, AI will identify it, because it simply knows which verbal expressions are considered abusive or coarse.

In order to use AI QA Reviews, go to Manage → Queues.

• Choose a specific queue.

• Scroll down to the section Speech to Text,

• Tick Speech-to-Text checkbox.

Add QA Form to Your Queue

Go to Manage → Settings → QA Forms to add QA form to your queue. 

Click Queues in the Relations column. Check the queues where you want to use your QA form and click the Save button.