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Audit Queues

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What are Audit Queues?

Audit Queues are groups of calls that have been selected to be checked for quality of service and conformance to standards. Audits are performed by qualified Audit Agents who listen to the call and answer questions from a question set you select or create for your Audit Queue.

 

Key Concepts

Audit Queue
Audit Queues are based on Report Tool queries. You create a query that returns a set of calls matching your specification.

 

Question Set
Question Sets contain one or more questions auditors are asked about the calls they audit. You create the question set before creating the Audit Queue. You can reuse Question Sets and share them between Audit Queues.

 

Auditor Pool 
Auditors are selected from Pools, in the same way as Agents are selected for calls. Use Routing Attributes to determine who your auditors will be.

 

Slip Queue
Feedback to Agents, in the form of "Slips", can be generated automatically based on the results of an audit and placed in a Slip Queue. Slip Queues are based on Report Tool queries. Slips are part of the Post Box system.

 

Creating a Question Set      

 

  1. Select the Workforce menu, then click on Audit Queues.
  2. Click the Edit question sets link near the top of the page.
  3. Scroll to the bottom of the page.
  4. Click the Create new question set link.
  5. Type your questions in the Questions field.
  6. Specify the question type using the pull down menu. Answers may be "one of many" (multiple choice) or "free-form text." If you select "one of many," separate each possible answer with a semi-colon (;).
  7. Click Save Changes at the bottom of the page.

 

  • The first time you create questions you may only create 6 questions. To add more questions, you must Save Changes, then go back and "edit" the question set to add more questions.

 

 

Creating an Audit Queue

 

  • Before creating an Audit Queue, you will want to have already created at least one Question Set and configured an Auditor Pool.

 

  1. Select the Workforce menu, then click on Audit Queues.
  2. Scroll to the bottom of the Audit Queues list page.
  3. Click the Create new audit queue link.
  4. Fill in the requested information.
  5. To create the Report Tool query that will supply this Audit Queue with calls, you must first click the Save Changes button at the bottom of the page.
  6. Click the Edit Query link in the Report Tool query field.
  7. Create the query by filling in the Report Tool fields. The full power of Report Tool is available to you in selecting your Audit Queue calls. Note, however, that you do NOT set the date range in the query. This is set in the Audit Queue edit page
  8. Run your Query. Edit it if necessary until it returns the answer you want.
  9. Click the Save this to use in audit queue button at the top of the Report Tool page.
  10. Repeat steps 6 through 9 to create a Slips Queue, if desired (your Agents must be using Post Box for this to be useful).
  11. Click Save Changes.

 

Tips

  • The Only consider calls that are older than field defaults to 120 minutes to ensure that audio for these calls is available. Do not set this to a lower value if you require audio recordings
  • Use the Budget field to set up real or imaginary budgets to pay your auditors. This allows you to control how much effort your auditors spend.
  • You can duplicate a Question Set and then make modifications to the copy, preserving your original Question Set.
  • Each question in a Question Set has a unique ID. You can use this question ID in Report Tool to see how specific questions are being answered over time.

 

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Last modified
11:53, 11 Sep 2014

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