Question 1

QualityDesk Frontpages

Accepted Answer

|| Roles, that can do this: All. ||| Please note! The front page always shows the data from the current month. If evaluations are made for another calendar month, they will not appear on the front page.

QualityDesk's front pages

Front pages are similar with all users. The data shown changes depending the role in QualityDesk. If user has multiple roles, the highest will determine the front page.

You can see the different front pages by roles from here: Admin/Management user: Admin and Management users front page Unit supervisor: Unit supervisors front page Coach: Coaches front page Team leader: Team leaders front page Agent: What does Agents see in QualityDesk? (Agents view)

Question 2

How to fill an evaluation?

Accepted Answer

|| Roles, that can do this: Agents (If given rights), Team leaders, Coaches, Unit supervisors, Management and Admin -users.

How to fill evaluations

Easiest way to start filling evaluations is to to go to Do evaluations -page from the left navigation bar.

Choose the profile for whom you want to fill the evaluation.
Choose the form you want to use and click it.

| TIP: You can also go to *Do evaluations -page from the front page by clicking the first box, where there are the overall amount of evaluation filled.

Filling an evaluation form

You can change the evaluation date from the "Even date", if you want to. Please notice, that if you change the date to be another month than current, it will not be visible on front page.
Fill and select the possible dimensions.
Then start the evaluation. Normally the form has sections and under the sections there are the evaluation questions.
The questions might have information behind it, you can see this by putting a cursor to the info icon next to the question.
Under the question there might be a text field where you can write text for example feedback. Agents will see these texts if they have rights to QualityDesk.
Each question has the evaluation buttons, that will give points, zero or minus points. Each points are transferred to percentage. One form can be up to 100%.
There might also be Bypass -option on the section or in the question. If you select Bypass in the section, it will re

Question 3

How to edit teams?

Accepted Answer

|| Roles, that can do this: Unit supervisor, Management and Admin -users

How to edit teams?

From the navigation bar on the left, select Manage teams and agents and Teams and agents. Select the team you want edit.

Then click the Edit team button.

You can edit the teams name, and the teams goals. Here you can also assign the team to another team leader.
Make the desired changes and click Save.

|| Team leaders can have multiple teams, but a team cannot have multiple team leaders.

Question 4

Creating a monitoring form

Accepted Answer

You can build and modify evaluation and coaching forms in QualityDesk. Forms can be create and edit by Management users and Unit supervisors.

Monitoring forms

You can view the monitoring forms under Monitoring forms: https://cloud.qualitydesk.com/sheet/list. Here you will find a couple of template forms that are immediately available. Also included is TEMPLATE, where you can customize the creation of a form that works for you. You can also build your own form by following the instructions below. You can also watch a help video below the instructions.

Creating a monitoring form

Start building the monitoring form by going to the form building here: https://cloud.qualitydesk.com/sheet/new.
Create a name for the form.
Choose will you allow commenting of answers on the form? If you do, on the form there will be text fields under each question.
Select the units to which the form will be displayed. If there is only one unit in use or you want everyone to use the same form, leave the selection unchecked.
Next, select the Dimensions. If you haven't done dimensions, you will find the instructions at the end of this page.
Then start creating monitoring form questions. First type section heading. The section is always in the form on a blue background.

New question -button will give you new questions under the section.
New section -button will give you new sections.
Delete -button will remove the whole section and questions in that secti

Question 5

How to create/build evaluation forms?

Accepted Answer

|| Roles, that can do this: Unit supervisor, Management and Admin -users || If given rights Team supervisors (If given the rights), Coaches (If given the rights),

On the left navigation bar go to: Evaluation forms and + New evaluation form.

Fill the basic information for form:

First, give a name to the evaluation form.
Write a description of the form freely. You can also leave this empty.
Allow commenting of answers = users can comment on each evaluation questions when filling the form.
Allow attachments = users can attach PDF, JPEG and PNG files to the form. Maximum size is 30 mb/form.
Define units, where the form can be used. If it can be used in all the units, don't select any units.
Define roles, whose the form can be filled.
Add dimensions to the form. If there is none build, you can check the instructions from here: How to create dimension?
Select if the dimensions are Required when filling the form. This is recommended if you want to use dimensions in sorting reports.

(Continues after the image)

Building the Sections and questions:

First, enter the title of the Section heading, for example, "Opening a contact",

Question 6

How to build units, teams and users?

Accepted Answer

To get the app up and running right away, here’s a list of what you should do right away. You can follow the steps below.

Create a Unit

Create a new Unit selecting Manage teams and agents and New business unit from the left navigation bar.
Create a name for the Unit, for example Sales, Customer Service, etc.
Select a unit supervisor for the Unit. You can select yourself from the drop-down menu or create a different unit leader by clicking the Create a new unit leader link. If the Unit has clearly a different leader than you, you should create logins to that person. When you create the login, the new user will receive an email with a welcome message and a link to create a password to the app and sign in.
Choose a coach for the Unit if needed. You can do this in later stage as well.
Save the Unit.

| Unit is now created. If you created new unit supervisors, you can let them continue from here. Unit supervisor can create teams and team leaders in their unit. If you are also the unit leader, you can continue to create your first team.

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Create a Team

Create a new Team through this link: https://cloud.qualitydesk.com/team/new
Choose a Unit for the new Team.
Create a name for the Team.
Choose a team leader for the team. You can select yourself from the drop-down menu or create a different Team leader by clicking on the Create a new team leader link. If the Team has clearly a different

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