7.11. Quality Factor Software

This page is for configuring the Eventide Quality Factor call evaluation add-on software. For information on this see the Eventide Quality Factor Manual (Eventide P/N: 141216).

License Required

This feature must be licensed to be used. Contact your Eventide Communications Dealer for assistance.

7.11.1. Skill Groups

Quality Factor Skill Group

Fig. 7.148 Quality Factor Skill Group

Skill Groups

Skill Groups are general categories used to determine a User’s overall quality skill set. Skills can be added, edited, and deleted.

7.11.2. Answer Sets

Quality Factor Answer Sets

Fig. 7.149 Quality Factor Answer Sets

Answer Sets

Answer Sets are a group of Answers created to give users feedback from Questions on a Form.

Answers can be formatted as:

  • 1 thru 5

  • 1 thru 10

  • Multiple Choice

  • Multiple Choice - with Custom Scoring percentages

  • Freeform Text

Note

Multiple Choice Answers now have the option of being viewed as Radio Buttons (default) or dropdown List Box (when enabled):

Quality Factor Answer Radio Button

Fig. 7.150 Quality Factor Radio Button

Quality Factor List Box Enabled

Fig. 7.151 Quality Factor List Box Enabled

7.11.3. Forms

Quality Factor Form

Fig. 7.152 Quality Factor Form

Forms

A Form is a collection of Questions created for Agent Evaluation purposes in MediaWorks DX

You can create new Forms by selecting “Add Form”, choosing a Skills Attribute (optional), then drag and drop questions from the lower “questions” section into the upper “form” section. Forms can also be Edited, copied, deleted, formated for print, Exported and Imported.

Quality Factor Add Form

Fig. 7.153 Quality Factor Add Form

  • To preview a form in NexLog DX-Series configurations, edit a Form and choose “Preview”

Quality Factor Form Preview

Fig. 7.154 Quality Factor Form Preview

7.11.4. Questions

Quality Factor Questions

Fig. 7.155 Quality Factor Questions

Questions

Questions are created along with Answer Sets to complete a Form for Agent Evaluations within MediaWorks DX

A Question can be added and/or edited in this section, and a pre-existing Answer Set and Skill Group will need to be selected in order to publish to a Form.

Quality Factor Question Example

Fig. 7.156 Quality Factor Question Example

7.11.5. Completed Evaluations

Quality Factor Evaluations

Fig. 7.157 Quality Factor Evaluations

Completed Evaluations

All Evaluations completed within MediaWorks DX are shown in this section and can be viewed in full as well as deleted or formatted for printing.

Quality Factor Full View Evaluation

Fig. 7.158 Quality Factor Full View Evaluation

7.11.6. Agents

MediaWorks DX Users can be set up as Agents in order to be assigned to Groups for Evaluation Review and Escalation.

Quality Factor Agent Examples

Fig. 7.159 Quality Factor Full Agent Examples

Agent Creation

  • add one at a time:

Add New Agent

Fig. 7.160 Add New Agent

  • Upload multiple Agents with a CSV file. File needs to be configured in the following manner, with each column defined as Agent ID, Agent Name, and Associated Username:

Create CSV File

Fig. 7.161 Create CSV File

Once the file has been created, select “Upload Agents”, “Choose File”, then select “OK”. Your Agents will now be successfully added.

Agents Added

Fig. 7.162 Agents Added

7.11.7. Groups and Schedules

Quality Factor Groups

Fig. 7.163 Quality Factor Groups

Groups and Schedules

In this section, Agents Can be Categorized into Groups and given Group Leaders as well as automatically schedule Evaluations within each Group.

Agent Groups

When creating a new Group, a user can establish a Group name as well as assigning one or more Agents to a group with a Single Group Leader.

Quality Factor Agent Group Setup

Fig. 7.164 Quality Factor Full Agent Group Setup

Schedule Evaluations

When enabled, an Evaluation can automatically be scheduled for a given Group depending on the desired frequency of calls per agent.

  • Example: 1 Evaluation for every 10 calls for each user (minumum call time: 60 seconds)

Quality Factor Scheduled Evaluation

Fig. 7.165 Quality Factor Full Scheduled Evaluation

7.11.8. Agent Mapping

Agent Mapping

Fig. 7.166 Agent Mapping

The Agent Mapping screen is used to assign specific channels to a workstation location and an agent (user), so that calls can be tagged with that information. When a user is logged in at a designated workstation, calls received at that location will have the user name and location saved in the call metadata.

Agent Mapping allows you to tag incoming and outgoing calls on a channel number or channel name with information about the Agent or User handling the call.

With Static Mapping, all calls on a specific channel name or channel number are tagged with an Agent_ID. This is ideal for situations where an Agent has his or her own telephone that is not shared by other agents.

To use Static Agent Mapping, you must first go to Recording → Custom Fields and add a Custom Field for Agent_ID, of type Text.

With Dynamic Mapping, calls are tagged with a User_ID based on active logins from Workstations identified via MAC address. If the User also has an associated Agent account, the call is also tagged with the Agent_ID. This is ideal for situations where a call taker desk is used by multiple people over the course the day and each call taker has their own user account to log into the Workstation with.

For Dynamic Agent Mapping, you must first go to Recording → Custom Fields and add Custom Fields for User_ID and Agent_ID, both of type Text.

If an Agent is associated with a User account, and calls are tagged with either method, the other field will be automatically filled out as well. The User ID field must match the User account name exactly; if you are using Windows User Tracker to tag calls, the recorder user account and the Windows user account must be named identically for the Agent field to also be populated.

For more information about this feature, see the Eventide Quality Factor Manual (Eventide P/N: 141216.)