Parameters

Parameters are the atomic checks of your QA form (e.g., Greeting, Empathy, ID Verification, Disclosure read). Each parameter can affect scoring and compliance.

Create a Parameter:

1. Go to QA Tool → QA Configuration → Parameter. Click Add Parameter.
2. Parameter Name* – concise, action‑oriented (e.g., “Verified Customer ID”).
3. Parameter Descriptions* – add one or more specific criteria to evaluate.
   1. Use Add Description to include sub‑points (e.g., “Asked for DOB”, “Matched last 4 digits”).
4. Fatal– choose Yes if failure should auto‑fail the audit (Score With Fatal becomes 0).
5. NA Conditions – (optional) define when the parameter is Not Applicable so it’s excluded from scoring.
6. Click Save.

Scoring behavior

• Fatal = Yes: Failing this parameter zeroes the final Score With Fatal.
• NA: excluded from the score calculation.
• Contribution/weighting is controlled at the Template level (by which parameters you include).

Use Case

QA Manager adds a Parameter = “Verified Customer ID”, marks it Fatal, ensuring every call without ID verification is flagged.

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