{"id":1291,"date":"2022-07-20T11:16:39","date_gmt":"2022-07-20T09:16:39","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=1291"},"modified":"2025-11-27T10:00:02","modified_gmt":"2025-11-27T09:00:02","slug":"supervision-items","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-items\/","title":{"rendered":"Quality Management"},"content":{"rendered":"\n

Overview<\/h2>\n\n\n

The supervision items group in a single tab the records, assessments and qualifications, so that you can access them quickly in the Banner.<\/p>\n

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For each of the three items, several tabs can be opened concurrently.<\/p>\n

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Recordings<\/h2>\n\n\n

Each right related to recordings (access, download, delete) can be configured in the profile.<\/p>\n\n\n

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Once the date range has been selected, all records can be viewed and (if rights permit) subsequently evaluated, either from the history or from a particular record.<\/p>\n

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Just like an interaction, records can be linked to a CRM record or a case<\/a>.<\/p>\n\n\n

Tabs<\/h3>\n\n\n

When you open a record, you will have a bar with tabs on the left, which works in the same way as the interaction bar.<\/p>\n

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Here are the different elements:<\/p>\n

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  1. Information: where the interaction’s details are displayed. For example, the date and time, the duration of a call (with waiting time), the type of recording, the agent (and a button to access the interaction history), and the queue.<\/li>\n
  2. Interaction: with the interaction’s details and a link to the full history page.<\/li>\n
  3. CRM: if a record has been linked to the interaction, the fields will appear here.<\/li>\n
  4. Case: same as for the CRM.<\/li>\n<\/ol>\n\n\n

    Evaluations<\/h2>\n\n\n

    Like the records, each right related to the assessments is set in the profile.<\/p>\n

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    It is possible to rate one or more recordings at a time, as well as to leave a comment for a specific part of the record. The assessment grid(s) must be added to the profile in order to be used.<\/p>\n

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    Qualifications<\/h2>\n\n\n

    Again, the right to access qualifications is in the profile.<\/p>\n

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    Opening a qualification allows you to get the details (interaction, questions asked, etc.) and to link a CRM sheet and\/or a case.<\/p>\n

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    The qualifications themselves cannot be changed, only consulted.<\/p>\n\n\n

    Related contents<\/h2>\n\n\n