Added QC functionality
git-svn-id: svn://192.168.202.10@1877 3d104415-ff17-0410-8863-d5cf3c621b8a
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QC(Quality Control) process flow 2008-01-03
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QC(Quality Control) process flow 2012-11-16
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Thanks to the Pound Team(pounteam.com) and Affinity On-Call(affinity.co.za) for
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contributing this functionaly QC application to the vicidial project.
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Below are the basic operating instructions for how the QC system works.
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As of SVN/trunk revision 1877, this is built into the vicidial codebase.
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The full instructions for how to use these QC features will be added to the Vicidial
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Manager Manuals soon.
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For the full QC manual, go here:
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http://www.vicidial.org/docs/Vicidial_Quality_Control_Manual_v1.pdf
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To enable QC functionality, go to Admin -> System Settings and set "QC Features Active" to "1", then submit.
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(Note: API must also be active in the System Settings for this to work)
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Configure Campaigns/Lists/Users:
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For Each Campaign:
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Detail View (top menu)
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QC (top menu)
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QC Enabled: Y
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Check boxes for one or more Statuses
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For Each List:
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Audit Comments: Y (Optional, only if using Audited Comments)
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For Each QC User: (such as 6666 or admin, plus any other QC users)
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QC Enabled: 1
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QC User Level: 1
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QC Pass: 1
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QC Finish: 1
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QC Commit: 1
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Agent Call Manual: 1
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Agent API Access: 1
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For Each AGENT: (non QC, standard agents)
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Agent-Only Callbacks: 1
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Agent Call Manual: 1
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Notes:
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Campaigns with QC active will now appear under the “Quality Control” left menu.
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Calls dispositioned in one of those campaigns with a QC selected status will appear under the Campaign.
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Clicking on each lead will allow the QC agent to “Pass/Fail/Cancel” each lead. Fail will appear in the “Callbacks” for the originating agent to “re-sell” or fix the problem(s) with the sale.
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If activated, Audited Comments will be visible in QC Modify Lead (NOT in “Comments” for each lead, they are removed from this editable field and placed in a view only table!). Agents may view comment history when on a call with a client who has comment history. Administrators must be in QC Modify Lead to view comment history.
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Each Campaign:
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Enable QC for each campaign
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Detail View -> QC -> QC Enabled = Y
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Choose QC Statuses
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Check the boxes for each Status you want to be managed by the QC system. You can select just one (such as SALE), or you can select as many as you would like.
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Any previously dispositioned leads with these statuses will automatically be included in the QC system, even though QC was not installed when they happened.
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Each List:
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Enable Audited Comments for each List
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Audited Comments = Y
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Audited comments will move comments made by agents to a secure table where agents will be able to VIEW but not CHANGE those previous comments. They will also be available for VIEW in the QC system for modifying leads. This can also be accessed by those in the Admin Modify Lead page for those with QC privileges (link at the bottom of the page to move to the QC modify page, which will log all views/edits).
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Note: This is optional and only applies if you want to activate the audited comments system. This will only affect campaigns on which it is turned on. This cannot be “deactivated” to retrieve the comments. Once comments are “audited” they are moved to a separate table and no longer editable or visible on the record except in the audited comments system.
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Choose QC Statuses
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Check the boxes for each Status you want to be managed by the QC system. You can select just one (such as SALE), or you can select as many as you would like.
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Any previously dispositioned leads with these statuses will automatically be included in the QC system, even though QC was not installed when they happened.
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Modify/Create System QC Results
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Admin -> System Statuses -> QC Status Codes
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Modify the names of the “CANCEL”, “PASS”, “FAIL” status codes to suit your needs (do not change the CATEGORY).
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Note: We have not tested qc with different names. Please send feedback regarding success OR failure of changing the names!
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Note: Creating new QC Results is (as yet) untested. (Alpha: use at your own risk, please report results)
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Note: “Commit” category is not yet active (Can be created and possibly chosen, but will cause no “action” within Vicidial regarding QC).
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Info Regarding QC Categories
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“Cancel” category items will simply change the status to the given statuscode.
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“Pass” category items will simply change the status to the given statuscode.
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“Fail” category items will create a callback for the sales agent which will require that the sale be re-sold to get back to QC again.
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Note: Fail category items require a MATCHING System Status or Campaign Status with “Schedule Callback” = “Y” to cause a callback to be created.
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Note: Adding new “Fail” or other QC Results is (as yet) untested. . (Alpha: use at your own risk, please report results)
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Standard and QC User requirements
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Regular users must have agent-only callback and Agent Call Manual (or they cannot call clients back for a QC reject, so this is required for QC callbacks).
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Vicidial Administration->Users->(choose user)->Agent-Only Callbacks
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Agent Call Manual
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QC Users must have Agent Call Manual (or they cannot call clients during QC)
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Vicidial Administration->Users->(choose user)->Agent Call Manual
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Agent Call Manual
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User Level of 2 or greater
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QC Enabled
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Agent API Access
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QC User Level 1 (or higher, levels are not yet differentiated but will be as the package matures)
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QC Pass / Finish / Commit – Not in use yet.
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User Group settings for QC Allowed Campaigns / InGroups – Not in use yet.
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Standard Agent Interface
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QC Rejections will be received in “Callbacks”.
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Method to resolve a QC Rejection: Manual dial client, correct errors and/or create new recording based on notes from QC agent in the QCFAIL callback record.
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Agent Call Manual – Without this the agent cannot manual dial
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Agent-Only Callbacks – Without this the agent will not see callback notification in agent window
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QC User Interface
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Note: Until there are QC campaigns with Sales in them … there will be nothing to look at in the QC menu!
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Enter the QC System
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Admin->Quality Control
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Choose a Campaign to QC
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Select one record at a time to QC
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QC Each Record in Queue
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With Each Record:
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Listen to recordings listed at bottom of screen
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To call client you must be logged in, in manual dial mode, in the correct campaign (Alpha NOTE: System does not presently verify Campaign!)
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IF you call the client, disposition that call normally FIRST (as any agent would). THEN disposition in the QC window. Do not make changes in the AGENT screen (this may change in later versions), except to disposition at the end of the call.
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After completing the call on the agent screen and dispositioning, choose your QC Result in the QC screen.
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To set the call to FAIL (and require the original agent to re-call the client):
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QC Result: FAIL
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SUBMIT
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If you want to make specific notes regarding the reason for the failure, they can be made in one of two ways:
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1. Use the Comment field before submitting (At present these notes will be editable / deletable by the agent).
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2. After submitting press Go back to re-modify this QC lead and modify the CallBack Details. (These will be temporary and viewable only by the agent during the call. However, in the future these will then appear with the Audited Comments because they are stored in the Vicidial callbacks table.)
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To specify a Date/Time other than “NOW” for the callback OR to schedule for a different user or to leave notes for the reason for the FAIL:
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Press “Go back to re-modify this QC lead” on the resulting page
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Then set the date/time/user
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SUBMIT (at the bottom of the callback details, not the QC Result!)
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When done, click on QC Campaign at the top of the page for your next record
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Quality Control Log
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Viewing:
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The QC log records are only visible within the QC system. Each time a QC agent views or modifies a record, the view and all changes are logged. It can be viewed on each lead record along with the call and recording logs.
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Log showing viewed*:
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Log showing modified*:
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*Note: There will always be a “viewed” record as the last entry when YOU are VIEWING the record. Obviously.
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Viewing actual changes to the record:
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The record is viewed via the “tooltip” accessed by putting your mouse over the word “details”. We will later add a “Detail viewing page”. This function works well in IE, but in Firefox there is no “Line Ending” option in a tooltip, so the lines are not easily read.
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Note for developers: All information for the viewed and modified records is stored in vicidial_qc_agent_log. All changes made to the vicidial_list record are stored in the “details” field.
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Notes
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Testing: “QC Only” user modeled after “Reporting Only” user. Requires user level > 1, active = “Y”, and QC Enabled.
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To QC Modify a lead that is NOT presently a QC status (whether it was in the past or not), search for and Modify the lead (under Lists->Search for a Lead), then click on “Click here to QC Modify this lead” at the bottom of the Admin Modify Lead screen (if you have QC permissions, this will be visible).
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******************** ARCHIVED DOC BELOW, NOT APPLICABLE **********************************************
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******************** PLEASE IGNORE FURTHER CONTENT, IT WILL BE DELETED IN A FUTURE REVISION **********
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** THIS QC FUNCTIONALITY PROSESS IS PLANNED FOR THE 2.0.5 RELEASE AND IS CURRENTLY IN DEVELOPMENT **
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@@ -62,3 +62,4 @@ SVYCLM - Survey sent to Call Menu - Survey outbound campaign status only
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MLINAT - Multi-Lead auto-alt-dial lead set to inactive
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MAXCAL - Max Calls drop from in-group
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LRERR - Outbound Local Channel Resolution Error
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QCFAIL - QC_FAIL_CALLBK
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