1. Introduction

1.1. Welcome

Welcome and congratulations on your purchase of the Eventide® Quality Factor software option for use with an Eventide NexLog™ Recorder and Eventide MediaWorks DX software.

This manual will help you maximize the use of your product. It includes:

  • Explanation of what Quality Factor is and how the product implements call evaluation.

  • Step-by-step instructions on how to set up and operate Eventide Quality Factor.

  • How to run reports and get the most out of the data generated by Eventide Quality Factor.

1.2. Quality Factor Software Overview

Quality Factor is an add-on NexLog feature that provides a configurable workflow for evaluation of call handling and dispatch calls recorded on your NexLog Recorder. It is accessed via MediaWorks DX and configured in Configuration Manager. Quality Factor does not require that you use all of its available features if a streamlined workflow is appealing, but it can also support a robust workflow with many features and multiple tiers of responsibility for quality control.

Evaluation of call handling and dispatch is easy with the Eventide Quality Factor software. Once the forms and agents have been configured, it’s a simple matter of selecting a call or incident in the MediaWorks DX web client, right-clicking, and then selecting an Evaluation form. A new browser tab will open with the selected Evaluation form.

Quality Factor is complex product to configure, and so before we discuss configuration, here is an overview of the concepts involved: Roles, Forms, Evaluations, and Actions.

1.2.1. Roles for Quality Factor

Eventide Quality Factor relies on setting up users with these roles & permissions: - Agents: take calls, which are evaluated with forms. Optionally, they can comment or digitally sign only evaluations of calls they took. - Group Evaluators: Evaluate calls for a subset of Agents called an Agent Group, who’s access to Evaluations are only those of their team. - Super Evaluators (and Administrators): Can evaluate calls for any Agent and administrate the Quality Factor program. They can see all evaluations across all teams, and optionally can comment, edit, delete, lock or protect any evaluation.

1.2.2. Elements of an Evaluation Form

Evaluation Form

Fig. 1.1 Evaluation Form

Eventide Quality Factor software ships with a set of sample questions and forms that you may find useful. You are free to adapt these to your needs and to add new questions as needed, as described in this manual. Since most evaluation questions can be answered via a few basic types of answers, the product’s Answer Sets are configured separately so that they don’t have to be created each time you create a new question. Eventide Quality Factor software ships with a default collection of Answer Sets. These are:

  • Multiple choice set with the two answers: - Yes / No

  • Standard 5-step sliding scale

  • Standard 10-step sliding scale

  • Multiple choice set with five answers:

  • Outstanding / Good / Fair / Poor / Unacceptable.

You are free to edit these Answer Sets to bring them in line with your organization’s preferred terminology, and to add more Answer Sets if these don’t meet your needs. Eventide Quality Factor software requires each question to be associated with a Skill Group. Skill Groups exist to aid in the creation of forms by grouping questions together by topic or skill, and to allow evaluators and team leaders to run statistical reports by skill to identify areas for improvement and training.

Scoring in Eventide Quality Factor software operates as follows: Each evaluation form is assigned a minimum passing score out of 100. Individual questions may be given a weighted value towards that 100. Additionally, individual questions can be flagged if the answer given results in a score below a minimum percentage. An entire Evaluation can be set to automatically fail based on the number of flags. There is also the option for a single question’s failing score to cause an “Autofail” for the entire evaluation.

1.2.3. Evaluation Form Options

Evaluation Form editor

Fig. 1.2 Evaluation Form Editor

The form editor also includes an option tab which allows you to configure the comment mode (no comments, single comment, or multiple comments with actions) for each form. This allows you to tune how you want Quality Factor to function for this form. The Form Options include:

  • Enable Evaluation Live Scoring

  • Evaluation Comment Mode: No Comments, Simple Comments, Multiple Comments with Actions

  • Email on Evaluation Submit

  • Email on Comments/Actions

  • Enable Comment Acknowledgement

  • Allow Comment Modification

  • Enable Agent Digital Signature

By default, as of NexLog 2.7, forms are set to Multiple Comments with Actions. This allows for anyone with appropriate permissions to comment on completed evaluations, for Agents to acknowledge those comments, for evaluations to be locked, protected, or re-opened. Simple Comments is the mode that forms made with 2.6 and earlier use. It allows an Agent, and only the Agent, to make a single comment on the evaluation after it is complete.

No Comments is a new option that allows a site to keep things simple, with no after-evaluation actions or comments. Forms can be exported from one NexLog and imported on another; this will include all relevant questions, answer sets and skill groups and create them as needed on the recorder.

1.2.4. Evaluation Form Summary

To summarize:

  • The Evaluation Forms are built from Questions, which in turn use Answer Sets. Each Question is assigned to a Skill Group.

  • Evaluation Forms have options, which allow you to configure the available workflow for any evaluation done with this form.

  • And once you are happy with a form, you can Export the form and Import it to other NexLog systems so that you don’t have to re-create it from scratch on every system you administrate.

1.2.5. Evaluating a Call

To evaluate a call (or a group of related calls), you choose the call(s) and then select which evaluation form to use. The form will open in a new tab, as seen in the image below. The call(s) being evaluated are playable from the playback controls at the bottom. It will playback the call(s) in mixed mode by default, but if you want to see the calls in the standard timeline/callgrid view, you can click “Toggle Evaluation View” to see the view familiar from the Search or Browse tabs.

Each Evaluation is tagged with an Agent (each of which is pre-assigned to an Agent Group). If you are using a call tagging solution such as Eventide WinUser Tracker (see Appendix A), the call(s) will be tagged with an Agent ID and the Group and Agent will be automatically populated. If not, these can be manually selected at the top of the form.

Evaluation Form

Fig. 1.3 Evaluation Form

While evaluating there are a variety of actions that can be taken, depending on the configuration of the form itself and the needs of your organization. These actions are:

  • Submit: The evaluation is complete and ready for others to view it. This will refuse to complete if a question is unanswered.

  • Escalate and Submit: In the rare case where an evaluation requires immediate attention from higher up in the organization, escalation will submit the evaluation in a protected state, so that the Agent being evaluated cannot see this evaluation until a Super Evaluator or Admin decides to unprotect it. This feature is restricted to forms set to use Multiple Comments with Actions.

  • Save In Progress: This will save the settings of this evaluation for now so that it can be returned to later. In Progress evaluations can be found on the Evaluations tab in MediaWorks DX. Completed Evaluations can be viewed from MediaWorks DX or from the NexLog Configuration Manager software.

  • Discard: This closes the evaluation without saving. If it was previously saved as in progress, this deletes it from the recorder.