QEval New UI User Manual

Automated Email Alert Functionality 

This feature enables users to configure and manage automated email alerts based on defined triggers such as Auto fail score, performance deviation, or General announcements. This helps in increased system adoption, streamlined alert configurations and quicker updates.

For the Automated Alert feature, go to Manage and select Automated Email Alert.

This is how the dashboard of Automated Email Alerts looks like. 

To add an Automated Email Alert, click on the Add Automated Email Alerts Button.

Upon selecting the Add Automated Email Alerts button the user gets redirected to Add Automated Email Alerts screen.

General Configuration: 

 

Screen Elements	Description
Email Alert Name	A descriptive name to identify the alert configuration
Client Name	Select the client’s name from the dropdown list.
Program Name	Based on the client’s name you select, you can select the program name from the drop-down list.
Alert Type	There are three alert types available. The user can select the alert type from the drop-down list.  Auto Failure Score – Automatically notifies stakeholders when agent evaluations exceed defined auto-fail thresholds, ensuring prompt attention to recurring quality issues. Performance Deviation – Triggers alerts when performance metrics deviate beyond configured limits, helping supervisors quickly identify and address agent performance gaps. General Announcement – Facilitates automated, scheduled distribution of important updates or communications—such as policy changes or general notices—to selected recipients.

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Alert Type: Auto Fail Score

When the alert type is selected, as Auto Fail Score, the alert configuration is as described below.

 

Screen Elements	Description
Evaluation Range	The user can select the evaluation range from the dropdown list based on their requirements.
Threshold %	Threshold is an open textbox where the user can set specific percentage for metrics like  QA score with autofail or without autofail. If an agent’s score falls below this threshold, Qeval sends an automated email alert to supervisors or quality analysts.
Email Interval (Days):	The user can select the email interval in days from the dropdown list.
Recurrence	The user can select the recurrence type as Daily, Weekly, Bi-weekly, Monthly, where  Daily: Alert repeats daily.  Weekly: This allows the user to select the day when they want to repeat the alert in a week.  Bi-Weekly: This allows the user to select the day when they want to repeat the alert bi-weekly.  Monthly: This option allows the user to select the day of the month for recurrence.
Delivery Time	Select the delivery time.
Call and Evaluation Date	User can choose either call or evaluation date option for the email alert.

Alert Type: Performance Deviation

When the alert type is selected, as Performance Deviation, the alert configuration is as described below. 

 

Screen Elements	Description
Month Rolling Average	The user can select the number of months for rolling.
Threshold %	Threshold is an open textbox where the user can set specific percentage for metrics like call quality, compliance. If an agent’s score falls below this threshold, Qeval sends an automated email alert to supervisors or quality analysts.
Email Interval (Days)	The user can select the email interval in days from the dropdown list.
Recurrence	The user can select the recurrence type as Daily, Weekly, Bi-weekly, Monthly, Quarterly, where  Daily: Alert repeats daily.  Weekly: This allows the user to select the day when they want to repeat the alert in a week.  Bi-Weekly: This allows the user to select the day when they want to repeat the alert bi-weekly.  Monthly: This option allows the user to select the day of the month for recurrence.  Quarterly: This allows the user to select the quarterly option from the dropdown list.
Delivery Time	Select the delivery time.
Call and Evaluation Date	User can choose either call or evaluation date option for the email alert.

Alert Type: General Announcement

When the alert type is selected, as General Announcement, the alert configuration is as described below. 

 

Screen Elements	Description
Recurrence	The user can select the recurrence type as Daily, Weekly, Bi-weekly, Monthly, Yearly, where  Daily: Alert repeats daily.  Weekly: This allows the user to select the day when they want to repeat the alert in a week.  Bi-Weekly: This allows the user to select the day when they want to repeat the alert bi-weekly.  Monthly: This option allows the user to select the day of the month for recurrence.  Yearly: This option allows the user to select the day and of the month and the month.
Attachment	User can add documents like PDF, Word, Excel where the maximum file size is 5MB per file.

Email Recipients 

 

Screen Elements	Description
To	Enter the email address to whom the alert is to be sent to.
Email Content	Enter the subject line and email content and click on the button Save Alert Configuration.

For the test feature, once the user enters all the details in the respective fields, click on the test button.

A new popup windows displays, that asks the user whether they would like to send the test email to the configured recipients. Click on the button Yes. 

The confirmation message pops up of the test email sent.

   

To search the email alerts, click on the Search Automated Email Alerts button.

This opens the search dialog box. Enter the details as mentioned in the fields and click on Search Button.

 

Screen Elements	Description
Client Name	Select client name from the dropdown list.
Program Name	Select program name from the dropdown list.
Email Alert Name	Enter alert name.
Email Alert Type	The user can select the email alert type from the dropdown list.

An Example of how to create a General Announcement:

This section provides an example of how to configure and send a General Announcement alert using the Email Alert Configuration feature.

General Configuration:

Email Alert Name: The user can enter a descriptive name to identify the alert configuration.

Client Name: Select client name from the dropdown list.

Program Name: Select program name from the dropdown list. 

Alert Type: Select the alert type as General Announcement.

Alert Configuration:

Recurrence: Select Daily from the recurrence dropdown menu to schedule the delivery frequency.

Delivery Time: Choose the preferred delivery time for when the report or notification should be sent.

Attachment: Users can add documents like PDF, Word, Excel where the maximum file size is 5MB per file.

Email Recipients:

To: Enter the email address to whom the alert is to be sent to.

Subject Line: Enter the subject line.

Email Content: The user can add the content based on the requirement.

Preview of Alert:

The alert preview displayed here reflects the configuration settings outlined above.Preview of General Announcement

An Example of how to create a Auto Fail Score alert type:

This section provides an example of how to configure and send an Auto Fail Score alert using the Email Alert Configuration feature.

General Configuration:

Email Alert Name: The user can enter a descriptive name to identify the alert configuration.

Client Name: Select client name from the dropdown list.

Program Name: Select program name from the dropdown list. 

Alert Type: Select the alert type as Auto Fail Score.

Alert Configuration:

Evaluation Range: The user can select the evaluation range from the dropdown list based on their requirements.

Threshold: Threshold is an open textbox where the user can set specific percentage for metrics like call quality, compliance. If an agent’s score falls below this threshold, Qeval sends an automated email alert to supervisors or quality analysts.

Email Interval (Days): The user can select the email interval in days from the dropdown list.

Recurrence: Select Daily from the recurrence dropdown menu to schedule the delivery frequency.

Delivery Time: Choose the preferred delivery time for when the report or notification should be sent.

Email Recipients:

To: Enter the email address to whom the alert is to be sent to.

Subject Line: Enter the subject line.

Email Content: The user can add the content based on the requirement.

Preview of Alert:

The alert preview displayed here reflects the configuration settings outlined above.

An Example of how to create a Performance Deviation:

This section provides an example of how to configure and send a Performance Deviation alert using the Email Alert Configuration feature.

General Configuration:

Email Alert Name: The user can enter a descriptive name to identify the alert configuration.

Client Name: Select client name from the dropdown list.

Program Name: Select program name from the dropdown list. 

Alert Type: Select the alert type as Performance Deviation.

Alert Configuration:

Month Rolling Average: The user can select the number of months for rolling. 

Threshold: Threshold is an open textbox where the user can set specific percentage for metrics like call quality, compliance. If an agent’s score falls below this threshold, Qeval sends an automated email alert to supervisors or quality analysts.

Email Interval (Days): The user can select the email interval in days from the dropdown list.

Recurrence: Select Daily from the recurrence dropdown menu to schedule the delivery frequency.

Delivery Time: Choose the preferred delivery time for when the report or notification should be sent.

Email Recipients:

To: Enter the email address to whom the alert is to be sent to.

Subject Line: Enter the subject line.

Email Content: The user can add the content based on the requirement.

Preview of Alert:

The alert preview displayed here reflects the configuration settings outlined above.

NOTE: When you change an existing alert type to a different one, a confirmation pop-up appears informing you that all changes will be reset.