Categories

Quality Management Categories are used to classify agent calls during a review. For instance, to identify individual campaigns or search for particular groups that require greater supervision.

This is only available when the user has the REVIEWS_CATEGORIES_MANAGE role. Which is assigned to the DEFAULT_CC_MANAGER and DEFAULT_IT_ADMIN users by default.

1. Click Categories to view, add and remove category records.

2. Use the Add new, Edit or Delete options (or double-click an existing item to edit).

   

3. The Details pane will open.
   Provide a Category name.

   

4. Click Save to save the new category. Or click on the trashcan icon to delete the category.

Category names must be unique within the application.