Quality Control

Use the Quality Control feature to select tickets to be audited by a user using the form you choose (the form must be set to be linked to at least one ticket. See Links ).

What Kind of Tickets Can be Audited?

The only tickets that can be audited are tickets that have been closed after a completed response and that meet your choice of Quality Control settings (rate or max audit count, followed by folder, registration code, response, or ticket type category).

Recurring or Non-Recurring Audits

The system uses the form to select tickets to be audited. Audits are either recurring or non-recurring:

Enable Recurring Audit? Description
N

Non-recurring audit (not limited to a time period): You choose the rates (percentages) of tickets to be audited per Quality Control setting. Audits are non recurring by default. A non-recurring audit starts when you enable it and stops when you disable it.

Example

Audit: Non-recurring

Quality Control setting: No Conflict Responses: 15 (Rate)

Audit result: 15% of tickets with a No Conflict responses have audit items created for them
Y

Recurring audit:  You choose the maximum count (number) of tickets per Quality Control setting during the Recurring Window (your choice of the number of most recent days from the present during which the audit runs).

Example

Audit: Recurring

Recurring window: 7 (the most recent seven days from the time you enable the audit)

Quality Control setting: No Conflict Responses: 15 (maximum count)

Audit result: During the 7-day recurring window, no more than 15 tickets with a No Conflict responses have audit items created for them

What Happens in an Audit: Creation of Audit Items

During an audit, the system creates an audit item containing a link to each ticket to be audited. The system does not identify errors in tickets or take actions on them. Optionally, ticket data can pulled into audit items, if the form you use for the audit has fields linked to ticket fields. See Link Ticket Fields.

Only one audit item can be created per ticket. The first Quality Control setting that applies to a ticket creates an audit item, even if multiple Quality Control settings apply.

After an Audit: View and Process Audit Items

To see audit items, go to the Work Summary for the audit form or retrieve tickets and see the audit item in the ticket's Related Items section.

You can use the Process Automation feature to create a rule that assigns the item, puts it in a folder, changes its status, or notifies staff when audit items are created.

Before using the Quality Control feature, use the App Designer to create the audit form used to perform the audit (the form must be set to be linked to at least one ticket. See Links ). The system uses the audit form to create an audit item for each ticket to be audited. Audit items are linked from their tickets

  1. On the top menu bar, click System Management ( ) > Administration > General > Quality Control
  2. In the upper right corner, click Setup Quality Control

  3. On the Quality Control Setup page, fill in the settings:

    Use This Form

    Choose the form to perform the audit with (the form must be set to be linked to at least one ticket. See Links ). You can audit only tickets linked to the form that have been closed after a completed response.

    Recurring or Non-Recurring

    Recurring Description
    N

    Non-recurring audit with Quality Control Rates (percentages)

    • Non-recurring audits are not limited to a time period.
    • Audits are non recurring by default.
    • You choose the rates (percentages) of tickets to be audited per Quality Control setting.
    • A non-recurring audit starts when you enable it and stops when you disable it.

    Example

    Audit: Non-recurring

    Quality Control setting: No Conflict Responses: 15 (Rate)

    Audit result: 15% of tickets with a No Conflict responses have audit items created for them
    Y

    Recurring audit with Quality Control Maximum Audit Counts

    • You choose the maximum count (number) of tickets per Quality Control setting during the Recurring Window (your choice of the number of most recent days from the time you enable the audit).
    • The minimum recurring window is 1 day. The maximum recurring window is 365 days.
    • The max audit counts are the maximum numbers of audit items created
    • The system creates audit items for all tickets linked to the audit form during the Recurring Window.

    Example

    Audit: Recurring

    Recurring window: 7 (the most recent seven days from the time you enable the audit)

    Quality Control setting: No Conflict Responses: 15 (maximum count)

    Audit result: During the 7-day recurring window, no more than 15 tickets with a No Conflict responses have audit items created for them

    Quality Control Setting [Rate or Maximum Audit Count]

    Limit the audit by choosing a rate (percentage) or maximum audit count for each Quality Control setting.

    Non-recurring audits have rates, recurring audits have maximum audit counts.

    Quality Control Setting (Rate/Count) Description
    Folder The folder containing the ticket or item. Folders are used to organize items
    Registration Code Registration codes are codes assigned to your company from the One Call Center. Registration Codes are used to identify companies, areas, and assets
    Response

    Type the percentage of Responses that get audited

    The response chosen when closing the ticket is what the system looks at when deciding if it should create an audit item. Responses are created by your company.

    Ticket Type Category

    The standard ticket type categories are defined by the system and cannot be changed:

    • Aerial
    • Damaged Utility
    • Design
    • Emergency
    • Meet
    • Recall
    • Regular
    • Revision
    • Short

     

  4. Click Save. Result: The system runs the audit which creates audit items linked to the tickets to be audited

 

  1. On the top menu bar, click Work > [Name of audit form]
  2. On the Item Summary page for the audit item, find the item. See Work Summary

You can also retrieve tickets and see the audit item in the ticket's Related Items section.

Sometimes the total number of audit items may be slightly higher than the limits you enter.

To stop an audit, disable it or delete the audit form.

  1. In the upper right corner, click Setup Quality Control
  2. On the Quality Control Setup page, at the bottom of the page, click ellipsis (...) > Disable