Categories

Quality Management Categories are used for classifying agent calls during a review. For instance, identify individual campaigns, search for particular groups such as new starters that need greater supervision.

This is only available when the user has the EDIT_SETTINGS role. Which is assigned to the DEFAULT_IT_ADMIN by default.

1. Click Categories to view, add and remove category records.
2. Use the New, Edit and Delete buttons (if available, or double-clicking on an existing category to edit it).
3. Click Save to save the new category.

Category names must be unique within the application.