Templates

Templates are predefined audit frameworks that combine multiple categories and parameters into a single evaluation model.

With templates, admins can:

• Standardize auditing across teams and campaigns.
• Align QA evaluation with business objectives (e.g., compliance focus vs customer experience focus).
• Quickly switch or reuse templates for different processes like Sales, Support, or Collections.

Create a Template

1. Go to QA Tool → QA Configuration → Template.

2. Enter Template Name* (e.g., “Support L1 – v3”).

3. Toggle Group By Categories On to keep the form structured.

4. From the Categories panel (right), add categories and/or individual parameters to the template.

5. Review the Total Parameters / Total Categories counters.

6. Click Save.

   
   

Use case

Imagine you run two different teams in your contact center:

• Sales Team → You want the system to check if agents are pitching the product, handling objections, and closing properly.
• Support Team → You want the system to check if agents are resolving issues, showing empathy, and following compliance steps.

Instead of re-creating categories and parameters every time, you can build two separate templates:

• Sales Template → Focused on conversion-oriented parameters.
• Support Template → Focused on service quality and compliance.

When a call comes in, you just assign the right template to that campaign/Agent, and the system automatically scores calls based on the relevant criteria.