Quality Factor ManualΒΆ 1. Introduction 1.1. Welcome 1.2. Quality Factor Software Overview 1.2.1. Roles for Quality Factor 1.2.2. Elements of an Evaluation Form 1.2.3. Evaluation Form Options 1.2.4. Evaluation Form Summary 1.2.5. Evaluating a Call 2. Quality Factor: Configuration 2.1. Skill Groups, Answer Sets, Questions, and Evaluation Forms 2.1.1. Skill Groups 2.1.2. Answer Sets 2.1.3. Questions 2.1.4. Forms 2.1.5. Publishing Forms and Questions 2.2. Evaluations Scoring 2.2.1. Basic Scoring 2.2.2. Autofail 2.2.3. Flags 2.2.4. Comments 2.2.5. Allow N/A 2.2.6. Scoring Summary 2.3. Evaluation Form Options and Actions 2.3.1. Live Scoring 2.3.2. Evaluation Comment Mode 2.3.3. Email On Evaluation Submit 2.3.4. Email On Comment or Action 2.3.5. Enable Comment Acknowledgement 2.3.6. Enable Comment Modification 2.3.7. Enable Agent Digital Signature 2.4. Evaluation Form Import and Export 2.4.1. Export Form and Associated Questions 2.4.2. Import Form 3. Agents, Agent Groups, and Workstations 3.1. Agents 3.1.1. Agent Page 3.1.2. Add Agent 3.1.3. Edit Agent 3.1.4. Delete Agent 3.2. Groups & Scheduling 3.2.1. Creating a Group Leader 3.2.2. Schedules 3.3. Agent Mapping 3.3.1. Adding a Workstation with Static Mapping 3.3.2. Add Workstation with Dynamic Mapping for MediaWorks 3.3.3. Add Workstation with Dynamic Mapping for MediaWorks DX 3.3.4. Workstation Summary 4. Evaluations 4.1. A Word about Permissions 4.2. MediaWorks DX web client 4.2.1. Evaluations Form 4.2.2. Evaluations and Saving 4.3. Completed Evaluations 4.3.1. Multiple Comments With Actions Mode 4.3.2. Single Comment Mode: Agent Comment 4.3.3. Deleting Completed Evaluations 5. Quality Factor Reports 5.1. Reports and Permissions 5.2. Basic Evaluation Reports 5.2.1. Evaluation Score Trends Report 5.2.2. Intragroup Score Trends Report 5.2.3. Interform Score Trends Report 5.2.4. Skill Trends Report 5.2.5. Evaluation Tabulation 6. Quality Factor Layout Templates 6.1. Configuration Files 6.2. Completed Evaluation Email Template 6.3. Completed Evaluation Email Template Default 6.4. Completed Evaluation Template 6.5. Completed Evaluation Template Default A. Appendix A: WinUserTracker A.1. An Introduction A.2. Installation and Configuration A.3. Using WinUserTracker for Agent Mapping and Evaluations