Quality Management
Time Zone in Quality Plan
You will now be able to set a time zone in a quality plan. The plan will only distribute interactions for the selected time zone of the agents.
Customer Request |
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UI Change |
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Availability |
Auditing of QM Evaluation Activities
The following QM evaluation activities will now audited in the Activity Audit and Change Audit reports:
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Created/assigned
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Submitted
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Acknowledged
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Challenged (Disputed)
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Deleted
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Replaced
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Expired
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Auto Acknowledged
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Saved as draft
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Challenge Resolved (Dispute Review)
Customer Request |
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UI Change |
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Availability |
Plan Monitoring Enhancement
Previously, the plan monitoring considered inactive agents for the complete plan duration.
With this release, the plan monitoring will exclude the inactive agents after they are deactivated. You'll now be able to see the number of active agents as well as more accurate status of the quality plan.
Customer Request |
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UI Change |
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Availability |
Activity Audit and Change Audit Reports—Auditing of QM Evaluation Activities
The following QM evaluation activities will now audited in the Activity Audit and Change Audit reports: