Alert Rules, QA Scorecards, Sampling & Shifts

Last updated · cacofonix 3.4.28 · getafix 3.2.65

When your company has Alerts Enabled, Quality Enabled, or Workforce Enabled, four dedicated policy configuration pages appear in the Admin Console's Settings menu for Company Administrators (ROLE_ADMIN).

Important: These four pages are visible to Company Administrators only — System Administrators do not see them in the Console navigation. Sign in with a Company Admin account of your tenant to configure them.

1. Alert Rules (/settings/alertrules)

Configure automated monitoring rules that fire in real time on the Desk's Alerts feed (/alerts) and optionally via email:

  1. Open Settings → Alert Rules and click Add Alert Rule.
  2. Choose what to Watch for:
    • Service level below (1–100%, held for N minutes)
    • Abandonment above (1–100%, held for N minutes)
    • Longest wait above (N seconds)
    • Outcome spike (N calls closed with a selected wrap-up outcome within M minutes)
    • Trunk registration lost
    • Recording storage unreachable
    • Failed sign-ins (N failed sign-in attempts within M minutes)
  3. Set the Name, scope (Queues), Severity (Warning or Critical), Cooldown (minutes), Channels (In-app, Email), Recipients (comma-separated), and Rule Enabled toggle, then save.
  4. Click Test on any saved rule to fire an immediate test alert to the Desk feed.
    • Rules created or edited here sync immediately with the Desk's /alerts → Rules tab without requiring a reload.

2. QA Scorecards (/settings/scorecards)

Scorecards define the grading rubric supervisors use when evaluating recorded calls in the Desk's Quality workspace (/quality).

  1. Open Settings → Scorecards and click Add Scorecard (new scorecards start with a handy 3-section starter template).
  2. Enter a Name and Description.
  3. Configure one or more Sections:
    • Give each section a Section Name (e.g., Opening, Compliance, Resolution) and a Weight (e.g., 1, 2, 3).
  4. Inside each section, add evaluation Items:
    • Enter the item criterion (e.g., Greeted the caller, Verified caller identity, Resolved the request).
    • Set Points (1 to 100).
    • Tick Auto-fail on mandatory compliance items where a No answer must automatically drop the entire evaluation score to 0%.
  5. Click Create / Save.
    • Note: Deleting a scorecard that already has completed evaluations safely deactivates it rather than erasing historical evaluation scores.

3. QA Sampling Rules (/settings/samplingrules)

Sampling rules determine which completed queue calls are automatically placed into the supervisors' QA evaluation queue (evaluated every 30 seconds after calls settle):

  1. Open Settings → Sampling Rules and click Add Sampling Rule.
  2. Configure:
    • Name: Descriptive name (e.g., Support Weekly Sample or Supervisor Flagged Calls).
    • Scorecard: Which scorecard evaluators will grade against.
    • Takes:
      • A share of matching calls: Samples Share (%) of eligible calls, capped at Calls per agent per week.
      • N per agent per week: Samples up to Calls per agent per week.
      • Every supervisor-tagged call: Automatically queues every call where a supervisor clicked Save for QA during Live Monitoring (/monitor).
    • Due in (days): Evaluation SLA deadline (evaluations sort soonest-due first on /quality).
    • Filters: Scope the rule to specific Queues, Agents, or Wrap-up outcomes (leave empty to match all).
    • Assign to: Select the evaluator(s) (Supervisors) who will receive the sampled evaluations.
    • Toggle Enabled and save.

4. WFM Shifts (/settings/shifts)

Shift templates are the building blocks supervisors place on the weekly schedule in the Desk's Workforce module (/wfm).

  1. Open Settings → Shifts and click Add Shift.
  2. Configure:
    • Name: Shift label (e.g., Morning, Late, Night).
    • Starts (HH:mm) & Ends (HH:mm): 24-hour format (e.g., 09:00 to 17:00). An end time earlier than or equal to the start time automatically spans past midnight (overnight shift).
    • Break (minutes): Allowed break duration. If an on-shift agent pauses longer than this allowance, their Floor card turns red with an over break warning.
    • Minimum cover (agents): Minimum number of agents required on this shift (0 disables the leave cover check). When an agent requests leave on a day where approving it would leave fewer than Minimum cover agents on this shift, /wfm flags Cover short.
    • Required skills: Optional language skill code(s) (e.g., BN or DE). Rostering an agent who lacks this skill flags a red skill conflict on the roster.
    • Colour: Badge colour used on the WFM Roster and Floor agent cards.
    • Shift Enabled: Toggle on and save.