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.
|
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.
|
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:
|
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:
|
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.
|
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.
|
Is Tactical Warehouse mail required? |
Select this checkbox to send the Tactical Warehouse mail to the selected user roles or individuals.
|
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.
|
Is ATA Email required? |
Select this checkbox to send the ATA mail to the selected user roles or individuals whenever the ATA is completed.
|
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:
Once, the changes are made click on the Update button.
Then, the acknowledgment message will be displayed as shown below.
Delete Program
From the Manage Program, click on the Delete icon to delete the Program and the following confirmatory message as shown below:
Click button to continue with the deletion of the program or click
button to cancel the process.
Video