AUDIT

Flowchart

Clicking on each step will take you to a detailed page where the process is explained more thoroughly for better understanding.

Create Process
Create Dataset
Create Metadata
Upload Data
Create Question Sets
Create Stage Set Evaluation Fields
Generate Samples
Allocate Samples
Start with the audit

Example Scenarios

When a customer’s information is accessed, a window opens, allowing users to view and, if necessary, update the information.

Stage and Process Information

The user can view the selected stage name and process details as defined in the admin profile settings.

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Section A and Section B (Metadata Fields)

The user can view specific metadata fields based on the selected stage, which are configured in the admin profile. For detailed instructions on how to set this up, refer to the Stages Section A and B.

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Section C

By adding a section, you can include a different set of questions. To learn how to do this, please refer to Section C Section C.

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Action Icons

Icons in User Profile (Based on Admin Settings)

  • When the admin enables the checkboxes for WhatsApp Call, SMS, and Email under the Actions section of a stage, the corresponding icons are displayed in the user profile.

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  • When the user clicks on the WhatsApp or WhatsApp Business icon, a popup will appear where the user can select the template name. To create a template, the user can follow the WhatsApp Template document.
  • When the user clicks on the SMS icon, a popup will appear where the user can select the template name. To create a template, the user can follow the SMS Template document.
  • When the user clicks on the email icon, a popup will appear where the user can select the template name. To create a template, the user can follow the Email Template document.

When the admin enables the checkboxes for Click to Call, GSM Gateway, Audio Player, and Cloud Phone, the user profile displays the respective icons. CALL LOG TAB VIEW PAGE

  • The Click to Call, GSM Gateway, and Cloud Phone can be configured in the Stages Action API configuration. Each of these can be configured individually by clicking on their respective tabs.
  • Once these are configured, the respective buttons will be enabled and can be used as needed based on the requirements.

Sections Settings

Settings for Sections A, B, and C, such as minimizing and scrollbar options, along with managing the master form, can be configured in STEP 9 of Section settings.

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Additional Actions

  • When the admin enables options like Show Disposition, Show SMS History, Show WhatsApp History, Show Email History, Show Interaction History, Show Stage History, Enable Comments, and Recording Required, the corresponding tabs appear in the user profile.

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  • Show SMS History, Show WhatsApp History, Show Email History, Show Interaction History, and Show Stage History provide access to historical information. For example, if an email or SMS has been sent, it will be recorded in the respective section. To view the details, click on the tab, and it will expand, displaying the relevant information.

Recording Required

Enabling this option will activate a tab where the user can start recording by clicking the Start button and stop the recording by clicking the Stop button.

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Enable Comments

To use the comments section effectively, ensure it is enabled.

For example:

Adding a comment:

I am logged in with the QA1 profile, and in the comments section, I am tagging QA2.

Once the comment is saved, the tagged person (QA2) will receive a notification.

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  • B: Makes the selected text bold.
  • I: Makes the selected text italicized.
  • U: Underlines the selected text.
  • Bullet List: Adds a bullet point list to the text.
  • Numbered List: Adds a numbered list to the text.
  • Link: Allows you to add a hyperlink to the selected text or open a dialog to input a URL.
  • Blockquote: Formats the selected text as a blockquote, often used for citing content or emphasizing text.
  • Image: Inserts an image into the text area, usually prompting you to upload or provide a URL for the image.
  • Trash Can: Deletes the selected element, text, or content.
  • X: Likely closes the editor, toolbar, or cancels an action.
Checking Notification:

The tagged user (QA2) needs to click on the bell icon to view the comment notification.

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Accessing the Comment:

Clicking on the notification will open a tab displaying the comments.

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If the user wants to view the comment in the associated audit form, they can click on View Audit Page.

This will redirect the user to the specific form where they were tagged.

Disposition

In this image, the user is transferring data from "Fresh Lead" to "Follow-Up."

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The transition of data from "Fresh Lead" to "Follow-Up" before and after disposition. CALL LOG TAB VIEW PAGE

  • When the admin enables options like Show Skip Audit and Show User Documents, the corresponding buttons are activated in the user profile.

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  • When the user clicks the skip button in the top right corner, a pop-up appears allowing them to select a reason. If the user wishes to understand the flow, they can refer to Skip Reason.
  • When enabling the "Show User Documents" option, the admin can choose which document to display. However, the "User Document" button is only enabled once a document is uploaded for the user. To understand the flow better, the user can refer to Document Names.