Program

On the Program page, the admin can add, edit, delete or search different programs created for various clients.

To access this functionality, select the Manage > Program Configuration > Program and the Manage Program page will be displayed as shown below:

This page displays the list of all the programs that are already created for different Clients.

Add Program

An admin can add programs for a particular location in a QEval system. The page also allows an admin to provide certain functionalities to specific or all the programs.

To add a new program follow the steps given below:

To add a new Program, click on Add Program button.

The following screen appears.

2. Provide the following details.

Screen Elements	Description
Client Name	Select the client name from the dropdown list.
Type	Enter the type of program.
Program Name	Enter the name of the program.
Description	Enter the description for the program.
Location	Select the location for the program. One can select multiple locations from the dropdown list.
Is Agent Popup Information Allowed?	When this option is enabled, the evaluation console will display the location as well as the name of the supervisor while entering the name of an agent.
Is AutoFailure mail required?	Select the checkbox, if an auto failure email is needed to be sent to other people. Also, select the people to whom the email has to be sent. Agent: Select if an auto failure email is to be sent to the agent. Supervisor: Select if an auto failure email is to be sent to the supervisor. Other: Select if an auto failure email is to be sent to others. On selecting this option provide the email addresses of the people to whom the auto failure email has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Is Good/Bad call mail required?	Select the checkbox if Good/Bad call mail is to be mailed.
Is Critical Call mail required?	Select the checkbox if Critical Call mail is to be sent. Agent – Select if a Critical Call email is to be sent to the agent. Supervisor – Select if a Critical Call email is to be sent to the supervisor. Other – Select if Critical Call email is to be sent to others. On selecting this option provide the email addresses of the people to whom the Critical Call email has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Is Agent Review mail notification required?	The agent will receive a review notification mail soon after the evaluation if this checkbox is selected. Enter Agent Mail Subject line with which the mail will be sent. If this option is skipped, the system will generate a pop-up message thereby not allowing to send the mail. Available Option: Other – Select if Agent Review mail notification is to be sent to others. On selecting this option provide the email addresses of the people to whom the Agent Review mail notification has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Is Supervisor Review mail notification required?	The Supervisor will receive the evaluation review mail if the checkbox is selected. Enter the Supervisor Mail Subject Line avoiding which, the mail will not be sent to the recipient. Enter the Mail Schedule Day to specify the day on which the mail to the Supervisor will be generated. Available Option: Other – Select if Supervisor Review mail notification is to be sent to others. On selecting this option provide the email addresses of the people to whom the Supervisor Review mail notification has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Is Auto Dispute Approval from Supervisor Required?	When this checkbox is selected, an auto approval for the same will be generated from Supervisor.
Is Dispute mail required?	On selection of this checkbox, a dispute mail will be posted to the selected recipients for example Supervisor, QA Verifier, agent and likewise.
Is Audit Trail mail required?	Select this checkbox to send the Audit Trail mail to the selected user roles or individuals. Agent – Select if an Audit Trail email is to be sent to the agent. Supervisor – Select if an Audit Trail email is to be sent to the supervisor. Other – Select if the Audit Trail email is to be sent to others. On selecting this option provide the email addresses of the people to whom the Audit Trail email has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Consistently Failing training notification	Select this checkbox to send the notification to the selected user roles or individuals when the agent is consistently failing the training assigned to him/her. Supervisor – Select if this notification needs to be sent to the supervisor. Other – Select if this notification needs to be sent to other users. On selecting this option provide the email addresses of the people to whom this notification has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Is Tactical Warehouse mail required?	Select this checkbox to send the Tactical Warehouse mail to the selected user roles or individuals. Agent – Select if a Tactical Warehouse email is to be sent to the agent. Supervisor – Select if a Tactical Warehouse email is to be sent to the supervisor. Other – Select if the Tactical Warehouse email is to be sent to others. On selecting this option provide the email addresses of the people to whom the Tactical Warehouse email has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Is Training mail required?	Select this checkbox to send the training mail to the selected user roles or individuals whenever any new training has been assigned to the agents. Agent – Select if a training mail is to be sent to the agent. Supervisor – Select if a training mail is to be sent to the supervisor. Other – Select if the training mail is to be sent to others. On selecting this option provide the email addresses of the people to whom the training mail has to be sent in the Distribution List field. Provide email addresses separated by a comma.
Is ATA Email required?	Select this checkbox to send the ATA mail to the selected user roles or individuals whenever the ATA is completed. Agent – Select if an ATA mail is to be sent to the agent. Supervisor – Select if an ATA mail is to be sent to the supervisor. Other – Select if the ATA mail is to be sent to others. On selecting this option provide the email addresses of the people to whom the ATA mail has to be sent in the Distribution List field. Provide email addresses separated by a comma.

3. Click Submit button to add the program, or click button to reset the fields.

The newly added program will be displayed on the Manage Program page as displayed on the following screen:

Search Program

A search program helps an admin to search active or inactive programs from the QEval system. The admin has the option to search all the clients for a particular program or to search all the programs. The page also allows an admin to edit or delete the details for the program.

Click on the Search Program button to search for a program.

Then the following screen appears.

The page displays search criterias based on which one can search a particular program. A program can be searched on the basis of selected criteria – Client Name, Program Name, Type, Status, or a combination of any of the selected criteria.

Click button to search the program, or click button to reset the search filters.

Based on the applied search filter, all the programs will be visible on the Manage Program page as shown on the screen below:

The following details will be displayed:

Program Name: Displays the name of the program.
Client Name: Displays the name of the client of the program.
Type: Displays the type of program like – Test, Chat, Voice, Email, Calls, etc.
Description: Displays the description of the program.
Status: Select the toggle button to enable or disable the specific program.
Is Chat Required?: Select this checkbox, if the program requires internal chat among the users.
Action: Two action icons will be displayed – Edit and Delete.

Edit Program

Click on the Edit icon displayed under the Action column to edit a particular program and the Edit Program window will be displayed as shown below: