🧊Departments

This page shows the department information and lets you create and manage QA departments:

• Search: Find the departments using the department name, leader name, email, or creation date.

• Departments Table: This table contains the following columns:

  • Name: Shows the name of the department.

  • Leader Name: Mention the department's leader's name.

  • Leader Email: This is the department leader's email.

  • Creation Date: Specifies the date on which a department was created.

  • Actions: Includes options to manage the existing departments:

    • Edit: The Pencil icon lets you edit the department information. Here, you can update the department name, leader's email and information, hints, prompts, and flagged words.

      
    • View Details: The Eye icon opens the view details page, where you can see the calls processed by the department.

    • Delete: The Trashcan icon deletes the selected department after confirmation.

• Department Processed Calls: This page appears when you click on the View details icon on the Departments page. It mentions all the calls processed by a department.

The data table on this page has the following columns:

• Creation Date: Shows the date on which the call was processed.

• Agent: The name of the agent who processed the call.

• Department: Specifies the department that processed the call.

• From Number: The number from which the call was made.

• Duration: The length of the call.

• Status: Shows if the call passed QA or not.

• Total Words: Shows the number of words spoken during a call.

• Actions: Gives you different options to manage the processed call data:

  • Call Details: The Eye icon opens a call details popup to view call transcription, chat with AI, view About info, and add notes.

    

  • Play Call Recording: The Play button lets you listen to the recorded call.

  • Download: Lets you download the call recording.

  • Delete: The Trashcan icon deletes the record.

• Search: You can search for a particular entry by date, department, agent, number, duration, status, or total words.

• Create Department: With this button, you can add new departments to the departments list.

• Department Name: Specify the name of the new department.

• Leader First Name: Enter the first name of the leader.

• Leader Last Name: Enter the last name of the leader.

• Email: Add the leader's email.

• Hints: These are the words, phrases, or indicators that the AI algorithm uses to identify the contexts and specific elements in a conversation, i.e., product names, service issues, etc. These words help the program to evaluate calls more accurately and efficiently.

• Prompts: Specify the question that will be asked about all recordings processed by a department.

• Flagged words: These are the words that trigger a notification whenever used in a conversation, i.e., profanity, legal or compliance terms, or anything that may require further monitoring.

• Check for DNC: Enable this feature if you want the department to check if the client opted to be placed in DNC by default.

• Permission to pull credit: When enabled, the department will check if the client allowed the agent to pull their credit by default.

• Legal Threats: Check if the client threatens any legal action by default

• Was Client Interested: Checks if the client was interested in being processed and moving forward by default

• Was Client Debit Load Above 10K: Checks if the client verified over 10,000 debt by default

• Was the Client Employed: Checks if the client verified being employed or having an income source by default