Use Checklist

A checklist helps standardize the quality check process and ensure consistent assessment of all requests. This instruction will show how to use a checklist for detailed quality check of a request.

When It Will Be Useful

  • You need to conduct a detailed check of a request by established standards.
  • You want to ensure consistency in quality assessment.
  • You need to check compliance with all necessary procedures and criteria.
  • You want to use a standardized checklist for assessment.

What's Important to Know

  • Checklist — structured list of criteria for checking request quality.
  • The checklist contains various categories of criteria (communication, procedure compliance, issue resolution, etc.).
  • Each criterion can have its own assessment (passed/failed, score on a scale).
  • Checklists can be configured by administrators for different types of requests.

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 checked.
  • A checklist for checking is configured in the system (if checklists are mandatory).

Step-by-Step Instructions

  1. In the Quality Assurance module, find and open the request that needs to be checked.
  2. Review the correspondence history with the client to understand the context.
  3. Find the "Conduct Check" or "Use Checklist" button near the request information.
  4. In the check form with checklist:
    • Review criterion categories of the checklist (for example, "Greeting", "Issue Resolution", "Farewell").
    • Go through each criterion and assess it:
      • Set "Passed" or "Failed" mark (for binary criteria).
      • Or select a score on a scale (for example, from 1 to 5).
    • Add comments to criteria if you need to explain the assessment or point out problems.
  5. After assessing all criteria, check the overall assessment (if it is automatically calculated).
  6. Click the "Save" or "Complete Check" button — the result is saved.

What Happens After

The check with checklist is saved, and results are displayed in reports and statistics. The operator can view the detailed assessment if this is provided by settings.

How to Verify Everything Worked

  • Check that all checklist criteria are assessed.
  • Verify that the check is saved and displayed in request details.
  • Check that results are displayed in quality reports.

Other Ways

  • Some checklists may contain mandatory and optional criteria.
  • You can use different checklists for different types of requests or channels.
  • Checklists can be automatically selected based on request type or topic.