Transfer Appraisal Report

This feature allows Quality Assurance to transfer appraisal reports to QA Manager. Sometimes, quality assurance needs help from the QA Manager to carry out an appraisal, perhaps because quality assurance is confused to give an appraisal of agent performance.

For example, if the Quality Assurance (QA) will be transferred appraisal report to QA Manager. In the available ticket tab of Quality Assurance (QA), you can click the 'Transfer Appraisal' button (). Then, you will be prompted to confirm the transfer appraisal request, click 'Request Transfer' to proceed with transfer appraisal or you can click 'Cancel' to return to the performance rating page.

Transfer Appraisal Request

Once the transfer appraisal request is successful, it will make the ticket cannot be rated by Quality Assurance and need the QA Manager to approve the request.

Ticket Request Transfer on QA Dashboard

On the QA Manager performance rating page, click the Transfer Request tab. You can allow or deny the transfer appraisal request.

Transfer Request Tab

When you click the 'Allow' button, you approve the transfer appraisal request, and the ticket is moved to the Take Over tab and the agent will be notified that the appraisal transfer request has been approved by the QA Manager.

QA's Manager Take Over Tab

But, if you can click ‘Deny’ to decline the transfer appraisal request, the ticket will return to be appraised by Quality Assurance and the agent will be notified that the appraisal transfer request has been rejected by the QA Manager.

Available Ticket Tab