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Rating criteria allow you to create template that you can use to add appraisal. To create new template criteria, go to quality assurance > rating criteria menu.
- First, login as ‘Quality Assurance‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.
- Go to quality assurance and click the rating criteria menus, then you will see a rating criteria page such as images below.
Add New Template Criteria
To be able to appraisal agents in the appraisal form, you need to apply template rating criteria, the template will appear if matches between the channels in the template and the selected channel ticket, as shown images below.
By default you can add template criteria based on channel. In the upper right corner, click the +New Template Criteria button. Then, you will see a template criteria pop-up. type the template name and select the channel template, after finishing, you can click the save button.
For example, we add new template criteria for live chat channel. If the addition of the new template criteria is successful, you will see a pop-up window of success adding criteria and the template will appear in the list of template rating criteria as shown below.
To be able to appraisal agents in the appraisal form, you need a template criteria to determine the points or criteria that will be appraise by quality assurance, such as images below.
In the template rating criteria list, you can design the template by adding point and criteria name on each channel by selecting the template and clicking the edit button.
In the upper right corner, click the +New Criteria‘ button. You will see a blank form to add criteria. Enter the information required like criteria name and point, then click the save button.
- Field component explanation :
|Criteria Name||Defined as the plural form of criterion, the standard by which something is assessed (Required).|
|Point||Maximum points in criteria (Required).|
|Boom Point||Points deducted for each criteria (Optional).|
|Description||An representation for criteria (Optional).|
If the addition of criteria is successful, you will see a pop-up of success notification and criteria will appear on the table criteria.
Apart from that, you can also add sub criteria by clicking action button in the parent criteria. Then, you will see menus for ‘Add sub criteria‘, ‘Edit Criteria‘ and ‘Remove Criteria‘. By default, you can add sub criteria max. 3 branches.
Active and Inactive Template
After adding the template criteria, to be able to do an agent appraisal, you need to activate the template so that the template appears in the appraisal form.
By default, templates that have been successfully added will be active so you can immediately use them for appraisal. However, if you like to disable those templates, simply switch this option inactive. The green color in the template indicates that the template is active. But, the yellow color in the template indicates that the template criteria are inactive.
For example, if the criteria template is created for the live chat channel, the template criteria will only appear on live chat tickets and not appear on telegram tickets, e-mail, etc. If template is active, template criteria will display in the appraisal form, such as images below.
But, if template is inactive, template criteria not display in the appraisal form, such as images below.
Duplicate Template Criteria
For example, when you want to add a template for telegram channel by following the criteria in the template live chat channel, You can duplicate all criteria from an existing template.
Select template and click duplicate button, then you will see a pop-up to duplicate template. Enter the template name and select the template channel. If you’re done, you can click the save button.
Delete Template Criteria
Sometimes you need to remove the template criteria from a system when it’s no longer needed.
In the rating criteria page, select the template and click the remove icon. Then, you will be prompts to confirm the remove request, click ‘Yes‘ to proceed remove template or you can click ‘No‘ to return to the rating criteria page.