Quality reviews

Before you start

Quality is an add-on. If your workspace includes it, select Team in the menu, then Quality. The tabs are Dashboard, Queue, Coaching, Disputes, Sampling and Scorecards.

What you can do depends on your role. By default supervisors can see their team's reviews, manage the review queue and sampling, and edit scorecards. Agents see only their own reviews.

You need at least one published scorecard before anything can be reviewed.

Scorecards

Open the Scorecards tab. A scorecard has categories, each with a weight, and questions inside each category. The weight total is shown as you work and should come to 100%.

For each question you can allow N/A, add help text, ask for a comment when the score is low, and mark it as critical. For a critical question you choose what a failure does: Deduct points, Zero category or Fail review.

Use Save where it applies to say which channels, campaigns or collections portfolios a scorecard is for. GoDesk then picks the right scorecard for each review by itself.

Select Publish to make your changes live. Each publish is a new version. Reviews keep the version they were scored with, so old scores do not change.

Choosing what to review

To pick by hand, open the Queue tab and select Add to Queue. Choose Calls, Chats or Emails, then filter by agent, dates and, for calls, direction, length and Only calls with a recording. Only interactions not reviewed yet are listed.

Tick as many as you like, choose the reviewer, then select Add to the review queue. Each review gets the agent who handled it and the scorecard that fits.

To have GoDesk pick for you, open the Sampling tab and create a sampling rule. Choose What to pick (Random, New agents, Low satisfaction, Complaints or Chosen queues), the channels, how many reviews Per agent and Every day, week, month or 30 days. You can limit it to teams and choose the reviewers; if none are ticked, a supervisor of the agent's team is used. Rules run every hour.

On the Queue tab, filter by status, type (Call, Chat, Email) and critical failures to find the reviews you need.

Scoring a review

Open a review from the queue. On the left you see the call recording (with a download button) or the conversation, the interaction details and notes. You can pin a note to a message in a chat.

In the Scorecard panel, give each question a score from 1 to 5 stars, or tick N/A where allowed. When a critical question scores 2 or less, you can mark it as a critical failure. Some low scores ask for a comment.

The QA Score (Calculated) updates as you go, out of 5. Separately, give your Supervisor Overall Assessment out of 5; it is your own view and is not averaged with the calculated score.

Fill in Strengths and Areas for Improvement, and an Overall Comment of at least 20 characters. Under Training Required, tick the areas the agent needs help with and add training notes.

Your work is saved as you go, and you can select Save Draft at any time. Select Complete Review when you are finished.

Feedback, acknowledgement and disputes

A completed review is not visible to the agent until you share it. Select Share with Agent. The agent can then read it and select Acknowledge.

If the agent disagrees, they can dispute one answer or the review as a whole within 7 days of it being shared. Disputes appear on the Disputes tab.

Someone other than the reviewer decides each dispute. Open it, select Decide, choose The agent is right or The score stands, add a note and save. If the agent is right, you can set the new score.

Coaching plans and the dashboard

From a completed review, select Coaching plan to start a plan on one skill (a scorecard category) with a target score from 1 to 5 and a due date. You can also start one from the Coaching tab with New plan.

Progress is measured from the agent's later reviews, so you can see whether the coaching is working.

The Dashboard tab shows the average QA score, reviews completed, critical failures, the score trend over 30 days, how each category is doing, the top training needs and the agents needing attention.

GoDesk does not score calls or chats automatically. Every score comes from a person.

If something does not work

Adding to the queue fails with a message about a scorecard: no published scorecard fits. Publish one on the Scorecards tab, or ask whoever manages your scorecards.

A call shows Recording unavailable: the call may not have been recorded, or the recording is not ready yet. Ask your administrator to check call recording for that line.

You cannot see the Sampling tab or another agent's reviews: your role does not allow it. Ask your administrator. For anything else, use Report a problem in the help menu or email help@godesk.co.ke.