QA Configuration

The QA Configuration is where you define what gets audited and how scores are calculated. Think of it as setting the rules for your Quality Audits.

Configuration is made up of four building blocks, and they’re best created in this order:

1. Parameters – The smallest unit
   • What it is: Parameters are the individual checks you want the system to measure (e.g., Greeting, Compliance, Resolution Accuracy, Empathy).
   • Why start here: These are your raw ingredients. Without parameters, nothing else can be structured.

2. Categories – Organize your checks
   • What it is: Categories group similar parameters into logical sections (e.g., Communication, Compliance, Process Adherence).
   • Why next: Categories help structure your audit and make scoring easier to interpret (instead of one long list of checks).

3. Templates – Build the QA form
   • What it is: A Template combines Categories + Parameters into a complete QA form that defines how a call will be evaluated.
   • Why here: Once you have the building blocks (parameters + categories), you can design Templates for different teams or use cases (e.g., Sales Template vs. Support Template).

4. Snapshots – Apply the QA setup
   • What it is: Snapshots decide which calls will be audited and which Template will be used to score them.
   • Why last: Snapshots bring everything together. Instead of redefining audits each time, you just attach a Template to a Snapshot and apply it to the desired calls (e.g., Q2 Sales Calls Audit).

How to Get Started

1. Define your Parameters → what exactly should the system check in each call?
2. Group them into Categories → so scores are structured and easy to read.
3. Combine them into Templates → complete audit forms, tailored for each campaign/team.
4. Create Snapshots → decide which calls to audit and apply the right Template.

This order ensures your QA setup is modular, flexible, and reusable.