Quality Planner

The Quality Planner lets you create and manage quality plans from a centralized location. A quality plan is a tool for quality assurance. It samples random interactions based on filters you define, and sends those interactions to evaluators for review.

You can define which agents to sample, what time period to sample from, the interaction details, and which evaluators to send interactions to.

For each plan, you need to attach an evaluation form—the questionnaire the evaluators will use to review the interactions they receive. You need an activated evaluation form for a quality plan, so make sure you visit the Form Manager first.

Once a quality plan is active, it searches for interactions that meet the parameters every 4 hours. Interactions will be selected evenly throughout the plan period, so your agents are evaluated fairly. Evaluators get notified when they receive an evaluation, and can open it from their Tasks page in My Zone.

You can view the completed evaluations in your Evaluations page in My Zone.

Create a Quality Plan

  1. Click the app selector and select QM Analytics.

  2. Click Quality Planner.

  3. Click New Plan.

  4. Name your plan and choose an Evaluation Type.

  5. Choose the Plan Definition - whether the plan is recurring or a one-time plan.

    • For a recurring plan, define a time period (monthly or weekly) for how often the plan will send the defined amount of interactions for evaluation.

      For example, if you define the number of interactions you want evaluated for each agent as 6, and you define the time period for the plan as recurring weekly, then 6 interactions will be sent for evaluation per agent every week.

      Once activated, recurring plans will run regularly until you deactivate them.

    • For a one-time plan, select start and end dates for when the plan will run. These dates can be past and future dates as well.

      One-time plans run until the defined time for the plan passes, and then they expire.

      • If you activate a plan with a start date in the future, the plan will start running as soon as the date is reached. It will expire once it reaches the end date.

      • If you activate a plan with a start date in the past, and the end date in the future, the plan will start immediately, and run for what's left of the plan duration. It will expire once it reaches the end date.
      • You cannot activate a quality plan if the end date has already passed.

  6. Assign a form to the plan.

  7. In Sampling, select the number of interactions you want sampled per agent.

    Once activated, your plan will search for new agent interactions every 4 hours. But this doesn't mean all of an agent's interactions will be distributed as soon as they're found. The quality plan will sample interactions evenly from the period you defined for your plan.

    If you want to evaluate 20 interactions per agent during a monthly plan, the plan will search for interactions every 4 hours, and randomly distribute 5 in each week of the month. This way, an agent will not be evaluated only on calls that happen at the beginning/end of the plan period.

  8. You can select Include interactions from last <n> days if you want to search for interactions that happened before the plan started. This search takes place the first time the plan runs.

    The number of days back you can search is equal to the length of the plan period. For monthly and weekly plans, this number is 30 days and 6 days respectively.

  9. Define your Filtering for parameters. The quality plan will only sample interactions that match these filters.

    Filter Information
    Call Length Enter a length of time.
    Interactions

    Choose which types of interactions to sample:

    • With Screen—The plan will only sample interactions that include screen recording

    • Without Screen—The plan will only sample interactions that do not include screen recording

    • All—The plan will sample all interactions, whether they include screen or not
    Channels

    Choose which channels to include in the plan sample: Voice, Chat, SMS, Email, Work item or other digital channels such as Apple Business Chat, Custom, Facebook Messenger, Google Business Messenger, LINE Messaging, Microsoft Teams, Slack, Telegram Messenger, Twitter Direct Messages, Viber Messenger, WhatsApp.

    You can choose more than one.

    Keep in mind, the supported channels that appear depend on the ones available in your organization.
    Direction

    Whether the interaction was Internal, Incoming, or Outgoing. You can select more than one.
    CSAT Score

    Select this filter to query for interactions based on the customer satisfaction score. Use the sliding scale to define the score range. The movement points can overlap, so you can define a single score.

    This filter is only available for users with a Feedback Management license.
    Sentiment

    Filter for interactions with Positive, Negative, Neutral, or Mixed sentiment. You can select more than one.

    After selecting a sentiment, a drop-down list appears for who displayed the sentiment. You can choose Either side, Agent side, Customer side, or Agent AND Customer.

    This filter is only available for users with a Quality Management Advanced license.
    Agent Behaviors

    Using the Enlighten behavioral model, the interactions are analyzed to calculate agent behavior insights. The different behavior metrics are:

    • Demonstrate ownership

    • Actively listening

    • Be empathetic

    • Build rapport

    • Set expectations

    • Effective questioning

    • Promote self-service

    • Inappropriate action

    • Acknowledge loyalty

    You can filter for interactions that match those agent behaviors. Filter for interactions with certain agent behaviors and scores. Select the Agent Behavior type from the drop-down list, and then define the agent score—Strongly negative Screenshot of strongly negative performance indicator, Moderately negative Screenshot of moderately negative performance indicator, Neutral Screenshot of neutral performance indicator, Moderately positive Screenshot of moderately happy performance indicator, or Strongly positive Screenshot of strongly positive performance indicator.

    You can filter for more than one type of agent behavior. Click the plus icon to add additional agent behavior types.

    When you define several agent behavior types, the relationship between them is "OR". This means that interactions that meet any of the filters can be distributed for evaluation.

    This filter is only available for users with Quality Management Premium license.
    Business Data

    Business data values are defined by users in Admin > Recording.

    You can filter for interactions that match those business data values.

    Select the Business Data type from the drop-down list, and then define the value.

    You can filter for more than one type of business data. Click the plus icon to add additional business data types.

    When you define several business data types, the relationship between them is "OR". This means that interactions that meet any of the business data filters can be distributed for evaluation.

    Keep in mind, you can only filter by active business data. If any of the business data types you add become inactive, the quality plan will skip them. In addition, if all of the business data filters in a plan are inactive, no interactions will be distributed.
    ACD Skills and Disposition

    Filter for interactions that included one or more ACD skills.

    Once you have defined skills, you can filter for dispositions connected to those skills.

    Dispositions are statuses the agent or system assigns to an interaction when it ends.

    The plan will sample interactions with at least one of the skills and at least one of the dispositions that you selected.

    Categories

    Filter for interactions that were captured for a specific category or categories. You can filter categories by language. Only English, Spanish, and Brazilian Portuguese are the supported languages.

    You can also select the High confidence only checkbox to filter for categories that were captured with a high confidence level.

    This filter is only available for users with a Quality Management Advanced license.

  10. Select the Agents for sampling. From the drop-down lists, select Teams and then Groups.

    The agents that will be sampled are those that overlap between the teams and groups you selected.

    The quality planClosed A tool for quality assurance. It samples random interactions based on filters you define, and sends those interactions to evaluators for review. will only be distributed to those employees in the agent group that have the Can be Evaluated attribute enabled in their employee account.

  11. Click Add Evaluators to select which evaluators will receive the interactions.

  12. Save the quality plan. You can either Save and Activate to activate the plan immediately, or Save as Draft.

    If you save the plan as a draft, you will have to activate it from the Quality Planner grid before it will run.

    Once activated, the plan will run every 4 hours, sampling and distributing fresh interactions.

Manage Quality Plans

All plans are displayed in the Quality Planner grid. Information in the grid lets you keep track of the status of a plan at any given moment.

You can edit, duplicate, activate, deactivate, rename, and delete a plan directly from the grid.

Click a plan to open it for editing. Keep in mind, once a plan is Active, you can only edit the plan name, the description, and the filtering criteria.

If you edit a plan while it's running, your changes to the plan will take effect the next time the plan runs, 4 hours later.

Column

Details

Plan Occurrence

Whether the plan is a recurring plan or a one time plan.
Status

  • Draft—This plan hasn't been activated yet. You can still fully edit this plan.

  • Active—This plan has been activated. If the plan is recurring, it will run every 4 hours until it is deactivated. If it is a one time plan, it will run every 4 hours until the plan expires.

    You can check whether your plan is on/off-track in the Plan Monitoring page in My Zone.

  • Running—This plan is currently sampling and distributing interactions. Once the plan is done running, the status will return to Active.

  • Inactive—This plan has been deactivated and is no longer in use. You can still reactivate it at a later date.

  • Pending—This status appears for plans that will be activated on a future date. This status is temporary. Once the plan is activated, the status will change to Active.

  • Expired—This status appears for one time plans that have been completed. You cannot reactivate an expired plan, but you can duplicate it and edit the details to create a new plan.
Actions

  • Delete—You can delete a plan with any status.

    Keep in mind, interactions that were already sent out for evaluation will not be removed from the evaluators tasks.

  • Activate—You must activate plans marked as Draft or Inactive in order for them to run.

  • Deactivate—You can deactivate any plan marked as Active. The plan will stop running until you activate it again.

  • Duplicate—This action creates a copy of the plan, which you can edit and save as a new plan.

  • Rename—You can rename a plan with any status.

Examples of Quality Plans

You recently hired several new agents, and want to evaluate their unusually long interactions.

You create a monthly recurring plan which selects 8 interactions per agent, and define your filter parameters as incoming and lasting at least 8 minutes.

You select the New Trainees agent group, and choose 4 evaluators to evaluate the interactions.

Once activated, the plan will continue to run every month until you choose to stop it.

A holiday is coming up, and you know the week before will have include customer interactions. You set up a plan to review agent interactions for that week specifically.

The plan selects 6 interactions per agent, and will run for the week. You define the filter parameters as incoming, lasting over 5 minutes, and including negative or mixed sentiment on the customer's side. You define your agents, and select your two most experienced evaluators to review the interactions.

Once activated, the plan will run for the duration of the week. When the week is over, the plan will expire.