Assess Request

Assessing a request allows giving a quick quality assessment without a detailed checklist. This instruction will show how to assess a request by key indicators for quick quality monitoring.

When It Will Be Useful

  • You need to quickly assess the quality of a request.
  • You want to give a quick assessment without a detailed checklist.
  • You need to assess a request by key criteria.
  • You want to conduct quick monitoring of operator work quality.

What's Important to Know

  • Request assessment — quick quality assessment without a detailed checklist.
  • May include overall assessment (for example, from 1 to 5 stars or from 1 to 10).
  • Assessment results are used for statistics and quality analysis.
  • Assessment can be detailed or simplified depending on system settings.

Before You Start

  • You are logged in with supervisor rights.
  • You have navigated to the Quality Assurance module through the menu Apps -> Quality Assurance.
  • You have access to the request that needs to be assessed.

Step-by-Step Instructions

  1. In the Quality Assurance module, find the request that needs to be assessed, or open it from the OperatorLine module.
  2. Review the correspondence history with the client to understand the service context.
  3. Find the "Assess" or "Quality Assessment" button near the request information.
  4. In the assessment form:
    • Select overall assessment (for example, from 1 to 5 stars or from 1 to 10).
    • Assess key indicators (if provided):
      • Response speed.
      • Communication quality.
      • Issue resolution.
      • Procedure compliance.
    • Add a comment or feedback about service quality (optional).
  5. Click the "Save" or "Confirm Assessment" button — the assessment is saved.

What Happens After

The assessment is saved and displayed in quality statistics. Results are used for analyzing operator and team work quality overall.

How to Verify Everything Worked

  • Check that the assessment is saved and displayed in request details.
  • Verify that the assessment is displayed in quality reports.
  • Check that all indicators are assessed correctly.

Other Ways

  • You can assess several requests simultaneously for quick monitoring.
  • Some systems allow using assessment templates for standardization.
  • Assessment can be edited after saving if this is allowed by settings.