# Departments

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

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* **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.<br>

      <figure><img src="/files/JlMMFzy3IOPbyWCXvGDs" alt=""><figcaption></figcaption></figure>
    * **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.

<figure><img src="/files/oJzeVA1O3nViGZQImRdP" alt=""><figcaption></figcaption></figure>

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.<br>

    <figure><img src="/files/uzU4dnob8vtBpJvEAqGW" alt=""><figcaption></figcaption></figure>

  * **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.

<figure><img src="/files/jY11YKhX99rPK6lmqFJT" alt=""><figcaption></figcaption></figure>

* **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


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