QAing your Agents

Start of Month:


When you start QAs for a client, it’s not a bad idea to prepare your QA sheets ahead of time. These new sheets are designed for one agent each.

  1. Find your Queue’s QA Template: \\10.0.0.220\Teamleads\Shared Queue QA\New QA Project\Templates\QA Templates
    NOTE: You are going to want to make sure you will use the latest version of the QA form.
  2. Find your Queue’s QA Temp Folders: \\10.0.0.220\Teamleads\Shared Queue QA\New QA Project\Templates\QA Templates\Team Lead Workshop
  3. Copy the QA Template into the appropriate folder
  4. Make copy the QA Template into as many duplicate files as you have agents for that queue.
  5. Rename each folder accordingly using the following guide:
    “QA Client Name Version# – Month Year – Agent First/Last”
    Example: “QA Educopia v042915.1120cst – May 2015 – Matthew Kennedy”
  6. Open each QA sheet and on the Index only page, set the Month, Year, and Agent Name.
    Setting this information will automatically populate the rest of the spreadsheet.
  7. Save and close each QA sheet that you’ve modified.

Now you have your sheets ready for when it’s time to perform agent QAs.

Performing QAs:


Getting Started

Make sure you have the latest Agent Reference Guide on hand. It shows the currently active list of agents along with their associated softphone IDs and their associated Trixbox IDs. You will need those IDs in order to properly identify the call.
Identify the agent you are going to QA, and notate both the Xlite ID and the Ext number for that agent.

Finding a Recent Call

If you are looking to QA a call that happened within the past couple of days, use the following procedure to find that call.

  • Open up a web browser and navigate it to 10.0.0.219:5000
  • Set your Date: to the day the call occurred.
  • Set our Softphone ID to the full SOFTPHONE number of your agent.
  • Press the [Submit] button to do the search
  • When the results come up, make sure you select a call with the softphone number as the left most value.
  • Right click on Listen and save your call to your queue’s temp folder in the following location:
    \\10.0.0.220\Teamleads\Shared Queue QA\New QA Project\Templates\QA Templates\Team Lead Workshop
  • Name the call recording according to the following guide:
    “Call – Agent First Name – #QA for this agent for this queue for this month – date of call – phone number”
    Example: “Call – Matthew – QA2 – 050415 – 419 283 5081.wav”

Now you have your call recording ready for your QA.
Finding an Older Call

If you are looking to QA a call that happened within the past couple of weeks or months, use the following procedure to find that call.

  • On your computer, hold down the [Windows Key] and tap the letter [R]
  • In the dialog box, type and enter c:\
  • In the folder view URL, navigate to \\10.0.0.220\Teamleads\Call Recordings
  • Navigate to the year folder, then the month folder.
  • Perform a search for user-xxxx where the xxxx is the Ext number of your agent.
    NOTE:This search may take some time to complete. Be patient.
  • Pick a file you want to QA, right click on that file, and select copy.
  • In the folder view URL, navigate to \\10.0.0.220\Teamleads\Shared Queue QA\New QA Project\Templates\QA Templates\Team Lead Workshop and copy the file into your queue’s folder
  • Rename the call recording according to the following guide:
    “Call – Agent First Name – #QA for this agent for this queue for this month – date of call – phone number”
    Example: “Call – Matthew – QA4 – 050715 – 330 541 3612.wav”

Now you have your call recording ready for your QA.
Perform the QA

At this point of the process, you should have both the Agent QA form that can hold up to 10 QAs and you selected call recording. In some cases, however, you will be QAing an email instead. Regardless, the QAing portion is simple.

  • Open the Agent’s QA sheet.
  • Navigate to the next QA tab that has not yet been filled out.
  • On the Email Evaluation Form side, fill out the:
    Supervisor name of the one who team leads the agent.
    Evaluator name of the one performing this QA.
    Contact Date & Time of the email or call being reviewed.
    Evaluation Date of the date this QA is being reviewed.
    Talk Time of the call or the Response time of the email
    Call, Chat, or Email depending on what is being QA’d.
  • On the QA Email Template side, fill out the:
    Customer name.
  • You QA form is now ready. Proceed with reviewing the email or call.
  • Under each section, only adjust the drop down box and nothing else.
    Yes is for compliance of that question.
    No is when the agent fails that question.
    NA is when that question was never a factor in the email / call.
  • Make sure all questions have either a Yes, No, or NA.
  • Fill out the 3 areas in the QA Email Template section as follows:
    Areas of Excellence describes positives about the call or email.
    Areas for Improvement describes the failures in the call or email.
    Suggestions describes some tips for the agent to remember for the next call or email.
  • If you are QAing an email, feel free to place a copy of that email and response under the Suggestions section.
  • The rest of the form will auto-populate with the scoring, including the Index Page
  • Make sure you save the form so that no data is lost in the event of an unexpected computer shutdown.

Post QAing

Once your QA is finished, there are two things left to do before closing out the form.

  1. Make sure you record the agent score on the QA tracker. You will need to select the appropriate month tab and enter the score for the agent under the correct client. The following is the 2015 QA Tracker:
    2015 QA Tracker
  2. The QA Email Template section is already filled out with the appropriate information and scoring. All you have to do is copy the section from the Dear Agent to the last comment section you filled out. If you are copying multiple QA scores, then the next QA’s Email Template only needs to be copied from the queue section to the last comment section you filled out.

End of Month:


At the end of the month, all you’re going to do is take your filled out QA forms and saved calls and file them under the agent. So you’ll need to have two file folders open:

  1. Your filled QA Sheets at: \\10.0.0.220\Teamleads\Shared Queue QA\New QA Project\Templates\QA Templates\Team Lead Workshop
  2. The Agent Archive at: \\10.0.0.220\Teamleads\Shared Queue QA\New QA Project\Agents

Just move every call and QA sheet associated with an agent to that agent’s folder. You will have to navigate into that agent’s folder, go into QA Scores and if not created, make a year – month folder such as “2015 – 05” Once you have completed moving the agent files over, you can start the new month by using the “New Month” section at the top of this page.

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