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 CC_MANAGER and IT_ADMIN users by default.
-
Click Categories to view, add and remove category records.
-
Use the Add new, Edit or Delete options (or double-click an existing item to edit).
-
The Details pane will open.
Provide a Category name.
-
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.