Manual QA Configuration

This article outlines the steps to enable and use the Manual QA feature for sub-users.

Prerequisite

Before proceeding, ensure that the Manual QA feature is enabled for your account.

Configuration Steps

1. Log in to the CloudAgent portal as an admin.
2. Navigate to: Admin → User Profiles → Select a Profile → Edit → Configuration Access
3. Assign one of the following roles:
   1. QAAuditor
   2. QAAdmin

      ❗️

      Do not assign both QAAuditor and QAAdminroles to the same profile. Only one role should be configured.

4. Save the configuration.
5. All sub-users associated with this profile will now have access to the Manual QA feature.

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Accessing Manual QA

1. The sub-user must log in to the VOC portal.
2. From the left-hand menu, navigate to Manual Data Report.
3. To perform Manual QA:

   1. Go to the QA Call Data Report.

   2. Click the hyperlink under the Monitor UCID column.

      
      

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Understanding the Columns

• AI Assessment: Displays the evaluation provided by the AI system.

• Auditor: If you have the Auditor role, you can provide your manual evaluation in this column.

• Admin: If you have the Admin role, you can review or manage the audit entries.

  
  

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Once configured, users can access the Manual QA feature through the VOC portal and perform audits directly from the QA Call Data Report.