Monitoring Agent Ticket Responses Using Quality Control

With SmarterTrack, managers can employ quality control measures to ensure that customer service efforts meet company standards. When the quality control feature is enabled, the system will automatically forward a random sample of ticket responses to system administrators or other managers.

Applies to SmarterTrack 11.x-12.x

Follow these steps to monitor an agent's ticket responses using the quality control feature:

1. Log in to the SmarterTrack management interface as a system administrator.
2. Click the Settings icon.
3. Expand the Configuration folders and click on Tickets in the navigation pane.
4. Click on the Quality Control tab.
5. Click New in the content pane toolbar.
6. In the Agent field, select an agent to monitor.
7. In the Forward To field, type the email address(es) to which the ticket responses should be forwarded. Use semicolons to separate multiple email addresses.
8. Choose the frequency of forwarded tickets by typing the appropriate number in the Frequency field. For example, if the frequency is set to 10, SmarterTrack will forward 1 out of every 10 ticket replies sent by the agent (or 10% of all ticket responses).
9. Click Save.

Applies to SmarterTrack 6.x - 10.x

Follow these steps to monitor an agent's ticket responses using the quality control feature:

1. Log in to the SmarterTrack management interface as a system administrator.
2. Click the Settings icon.
3. Expand the System Settings and Tickets folders in the navigation pane.
4. Click Quality Control.
5. Click New in the content pane toolbar.
6. In the Agent field, select an agent to monitor.
7. In the Forward To field, type the email address(es) to which the ticket responses should be forwarded. Use semicolons to separate multiple email addresses.
8. Choose the frequency of forwarded tickets by typing the appropriate number in the Frequency field. For example, if the frequency is set to 10, SmarterTrack will forward 1 out of every 10 ticket replies sent by the agent (or 10% of all ticket responses).
9. Click Save.

For more information, please refer to the Quality Control page of the SmarterTrack Online Help.

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.