FAQ
Frequently Asked Questions (FAQ)
Contents:
What does the lock icon on the Evaluation Forms and Coaching Forms page mean?
What does No team mean in reporting
I can't sign in to QualityDesk
How can I see current on-going technical issues in QualityDesk
How can I assign a substitute Team Leader for my team?
Who can see hidden coaching forms?
Can I hide or unhide a coaching form later?
Can the content of an evaluation form be hidden?
Who can see evaluation forms and non-hidden coaching forms?
Can a coaching form be sent to an Agent?
Why can't I send a coaching form to the coachee?
What does the lock icon on the Evaluation Forms and Coaching Forms page mean?
On the Evaluation Forms and Coaching Forms pages, a lock icon displayed next to a form indicates that the form already contains completed evaluations or coachings. In this case, changes should be made carefully to avoid affecting historical results or disrupting reporting.
What does "No Team" mean in Reporting?
If you see the term No Team in Reporting, it means that evaluations have been completed for supervisor-level users. Supervisors cannot currently belong to a team, so in team-level reports, these evaluations are grouped under No Team.
I can't sign in to QualityDesk
If you are unable to sign in to the application, it is usually due to one of the following reasons:
- Login credentials have not been created.
- Your account has been deactivated.
- Your password is incorrect.
For security reasons, we cannot provide more detailed information about failed sign-in attempts on the sign-in page. In all of these cases, you should contact your supervisor and/or your company's Admin user.
If you do not know who your company's Admin user is, you can contact QualityDesk Support through the in-app chat or by emailing support@qualitydesk.com.
How can I see current on-going technical issues in QualityDesk?
You can view current known issues through this link.
Please note that updates to the page may be delayed by 1–3 business days.
How can I assign a substitute Team Leader for my team?
A Team Leader can be assigned to a team directly from the application by editing the team. Unit Managers, Directors, and Admin users can change the Team Leader. A substitute Team Leader has the same permissions as the primary Team Leader, including access to all evaluations and coaching forms for the team, including hidden ones.
Who can see hidden coaching forms?
For a hidden coaching form created for an Agent, the content is always visible to:
- The Agent
- The Agent's Team Leader
- The creator of the coaching form (for example, a Coach)
For a hidden coaching form created for a supervisor, the content is always visible to:
- The supervisor who received the coaching
- The creator of the coaching form
Can I hide or unhide a coaching form later?
Yes.
Open the coaching form you want to hide, for example from the person's profile on the Browse Coachings page.
Click the coaching form by selecting its date, then click Edit. Select or clear the Hidden checkbox and click Save.
Can the content of an evaluation form be hidden?
No.
Who can see evaluation forms and non-hidden coaching forms?
The visibility of evaluation forms and non-hidden coaching forms for Agents is as follows:
- Agents can see only their own forms, except for the Comment field in evaluation forms.
- Team Leaders can see the forms of Agents in their own team. If team sharing within the same Unit is enabled, they can also see the forms of Agents in other teams within the Unit.
- Coaches can see the forms of teams within their assigned Unit or Units.
- Unit Managers can see the forms of teams within their assigned Unit or Units.
- Directors can see the forms of teams within the Units of their assigned organization or organizations.
- Admin users can see the forms of teams within all assigned organizations.
Forms completed for supervisors (non-hidden) are visible as follows:
- Supervisors can always see their own evaluations in their profile.
- Unit Managers can see the forms of Team Leaders and Coaches within their Unit or Units.
- Directors can see the forms of Team Leaders, Coaches, and Unit Managers within their organization or organizations.
- Admin users can see the forms of Team Leaders, Coaches, and Unit Managers within their organization or organizations.
Can a coaching form be sent to an Agent?
If the Agent (coachee) has login credentials for the application, a Save and send to Agent for approval button (or similar) is available at the bottom of the coaching form.
Selecting this option saves the coaching form and sends an email to the Agent containing a link to the form.
Note! If your organization uses Active Directory (AD) integration, the Agent must first access the application before the form can be opened. Likewise, if the user has signed out of QualityDesk, they must sign in again before accessing the form.
You can check whether an Agent has login credentials by opening their profile, selecting Management below the profile picture, and clicking Edit.
If the option Create and send credentials to Agent is displayed, login credentials have not yet been created. You can create them by selecting this option.
Note! With AD integration, all credentials must be created through your organization's user management portal.
As an Admin user, you can also verify credential status in User Management, where the Status column displays one of the following:
- Active = Login credentials are active.
- Deactivated = The user's credentials have been deactivated.
- No credentials = The Agent has a profile but no login credentials.
Why can't I send a coaching form to the coachee?
If the Agent does not have login credentials for the application, evaluation and coaching forms cannot be sent to them.
You can create credentials by following these instructions.
Note! If your organization uses AD integration, login credentials must be created through your organization's user management portal.
Updated on: 02/08/2026
Thank you!