The step by step process for Checklist creation are share in a Spinklr Help Article on Knowledge Portal. Click here to access the article

​A checklist parameter can be different types such as Picklist, Multi-Picklist, Radio Buttons etc. The details of all the different parameter types supported can be accessed through Here

​Checklists can be set at a Workspace, User/User Group and Parameter level. If a checklist configuration sharing is set at an workspace level then it will be shared at an workspace level even if it is shared with some Users or user groups. Workspace level sharing will supersede all the sharing settings. For sharing only to a few users/user groups, the checklist should only be shared to those User/User groups only and not at workspace level.

Yes the default values of a checklist can be set at a Checklist creation level which will auto populate while starting an evaluation on the checklist. More information on configuration this functionality can be accessed through Here

Conditional visibility can be set a Checklist level where the visibility of one question can be goverened by the repsonse of a parent question. More information on configuration this functionality can be accessed through Here

Audits can performed at Case, Message and User level. More information on configuration this functionality can be accessed through Here

The time period for agent acknowledgement can be setup in audit checklist itself. More information on configuration this functionality can be accessed through Here

The time period for calibration acknowledgement can be setup in audit checklist itself. More information on configuration this functionality can be accessed through Here

Yes, a Snooze functionality is present in the audit checklist which can hold evaluations for a set time duration before sending it to agents for acknowledgements. More information on configuration this functionality can be accessed through Here

Scoring of Audit Checklist in Sprinklr is additive in nature. To construct a negative scoring checklist there are few customisations needed which can be accessed through Here

Post enabling Quality Management persona, its access is governed through Persona Apps Manager. Through this QM persona can be shared with the respective users and those users will be able to view the Quality Manager Persona icon in their Hyperspace Launchpad.

To access the Quality Management Home Page Glossary to view the metrics and their definitions Click here​

Yes, the Quality Management home page is configurable. Any new metric, Widget can be added in the QM home page.

Yes , My Evaluation Score widget buckets are configurable at the partner level and the changes will reflect for all the users. To configure the bucket reach out to your Success Manager

The Calibration Cases will show Up in the Cases Open for Evaluation widget in the home Screen of the Quality Manager. For more information related to Calibration Click Here

There are 4 record pages present by default in the partner

• Voice Call with AI Scoring

• Voice Call without AI Scoring

• Digital Cases with No AI Scoring

• Digital Cases with AI scoring

Yes, the record pages are configurable. Reporting widgets and Custom widgets can be added in the QM Case Analytics Page. For example, If some custom widgets are plotted in the Care Console those widgets can be rendered in Case Analytics.
Note: If a reporting widget is added in the Case Analytics page currently only 7 columns are shown, additional columns won’t populate and additional widget need to be added

If incorrect audits are entered in the system there are two scenarios for its deletion

1. Agent Ack. Not Set on the Checklist : If agent acknowledgement is not set on the checklist then evaluations can be deleted anytime post the audit is made.

2. Agent Ack. is Present on the Checklist : If agent acknowledgement is set on the checklist then evaluations can be deleted till agent acknowledges the evaluations. Post acknowledgement the evaluation cannot be deleted.

1. Agent Acknowledgement is not set on that checklist. Click here for more Info

2. Case Evaluation widget is not configured in the Agent Home page.

3. For the agents the Homepage is not configured or net set to Care Analyst.

While updating the checklist the following sections can be updated.

1. Weightages - Updating the weightages will not impact the Scores of already existing audits.

2. New Options Added/ Existing Options deleted - No changes will take place in old audits if new options are added. If options are deleted then there will be no changes in evaluation card and Reporting. If some options are updated to new value then in Reporting those options will get updated but they will not change in evaluation cards of the audits.

3. New Categories/Items added - Adding new categories and items will not change the already existing evaluation both in reporting and evaluation cards.

In this common scenario when a checklist is enabled for scoring but scores didn’t show up then check for the weightages for each parameter on which scoring should happen. The parameter level weightages should be set to non-Zero for scoring to happen. Also make sure that the checklist item should be the one where scoring can happen​

To view the list of all the metrics which are used to create Quality Management Dashboards Click Here​

All the Reportings views which can be created for Quality mangement fall under a few set of reports. To view the list of the reports for Quality Management Click Here​

To visualise the Quality Management data different reports are available which can be used as reference to setup different custom reports. To view all the different QM dashboard reports Click Here​

A quality management report is derived by different Date filters which gives the capability to view reports based on different dates associated with the evaluations. To view the list of all the different date filters for QM reports Click Here​

There are different filters available on which Quality management reports can be filtered. To access the list of all the different filters available Click Here ​

1. ​Trigger Conditions

   1. It's advisable to always have Time Agnostic Triggers in place.

   2. Double check the conditions that are getting used in the Trigger Setup.

2. Test the Rule - Before activating the triggers, test it using preview on a few cases to look if any paths are breaking.

3. Editing the Sampling Logic - If any changes are made in the Sampling Condition Box in the Rules it is advised to delete the condition box and create a new sampling box to avoid any cache issues.

4. Very low Samples - Take a look at the cases inflow based on which the cases are going to be sampled. If the outflow of the cases after conditions put in sampling rules are less then the sampling target will not be met.

5. Make an Engagement Dashboard of All the work queues which are used in QM rule setup. Through this it becomes easy to track the movement of cases from one queue to another based on the rules.

6. In Sampling Conditions make sure that if “Per User” condition is used the values for the Custom field on which sampling has to take place is tagged in the cases. The rule preview will show the correct sampling parth but in reality the case will not get sampled.​

Yes, Email and UI Notifications can be set up for audits. They can be configured based on Audit Checklist Conditions present in the case update rules.
Different sub-conditions present in Audit Checklist condition can be used for sending notifications but the majorly used sub-conditions are

1. Overall Score - Overall Score on the case

2. Audit Status - In what state the audit is present?

1. Agent Ack. Pending

2. Submission Pending

3. Draft

4. Re-Evaluation Pending

5. Re-evaluated

6. Completed

Actions mentioned in the images can be used to send notifications. Depending on the business requirements to whom the notification should go can be configured. 

In these actions Notification has to be manually inputed. The different dropdown options are

1. Evaluated Agent - Agent who is evaluated on the case

2. Evaluated Agent Manager - Manager of the evaluated agent, which is filled on the User level.

3. Auditor - User which audited the case.

4. Auditor Manager - Manager of the Auditor, which is filled at the User Level.

Note: The notification subject is not configurable based on the audit scores etc. It will be hard text specified in the conditions.

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1. Both Agent and Customer should be connected on call and call duration should generally be greater than 3 secs

2. Check if recording and transcripts are enabled for the specific conversation in Red as shown in below ScreenShot.

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1. For Inbound Call

1. Check the IVR through which the call has been routed to the agent  (based on the call landed on number/ to number in conversation for inbound calls  and IVR configured in the platform against that voice application)

2. Check for below mentioned parameters in Assign Agent Node in the IVR

2. For Outbound Calls 

1. Check the Dialer through which the call has been routed to the agent  (based on the call created on number/ from number in conversation for outbound calls)

2. Check for below mentioned parameters in the Dialer 

1. The Reviewer field , which is a standard User Field, for the agents should be filled. It is a single picklist field and will contain only one value.

2. Create a case custom field with Users as the Source.

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3. Case update On demand Rules have to be created through which we can copy the Reviewer of the User handling the case on a Case Custom Field created.
4. The sampled rule is shown which can be referred to while capturing Reviewer on the case.​

There are 2 ways where we can set this Rule to execute it.

1. In Unified Routing where whenever a case is assigned to a user we are able to execute this

2. At the start of ACW configurations.

1. A user level  Date type custom field is required through which tenure can be calculated.

2. To create Agent Tenure Create a User level custom field with different tenure buckets. 

3. Create a Login or a Logout rule which will automatically update the Tenure for the Users.
   Refer to the image for a sample configuration

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This query is for customers where QM persona is not enabled and the method of doing audits is from the Engagement Dashboard. If the customer wants to remove cases from the Queue from where the auditor is picking up cases to a completed queues automatically. For this a case update rule needs to be created which will automatically remove cases from one queue to another. 

In Case update Rules this Audit Checklist condition is to be used so that whenever a case goes into agent acknowledgement or completed state an queue action can be set up post that.

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