{"id":5260,"date":"2025-08-14T15:54:48","date_gmt":"2025-08-14T13:54:48","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=5260"},"modified":"2025-08-14T15:54:48","modified_gmt":"2025-08-14T13:54:48","slug":"qualifications-use-them","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/qualifications-use-them\/","title":{"rendered":"Qualifications – Use them"},"content":{"rendered":"
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\"\"<\/figure>\n<\/div>\n

[Reading time: 2 minutes<\/em>]<\/p>\n\n\n

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

If you need help setting up your qualifications, see the article qualifications – Set them up<\/a>.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

The answers provided by agents to qualification questionnaires can be accessed directly from the Quality Management<\/strong> module in the Banner, under the Qualifications<\/strong> tab.<\/p>\n\n\n\n

1. Accessing qualifications<\/h2>\n\n\n\n
    \n
  1. In the Banner, open the Quality Management<\/strong> module.<\/li>\n\n\n\n
  2. Select the Qualifications<\/strong> tab.
    You will see a list of all qualifications completed within the last three rolling months<\/strong>.<\/li>\n<\/ol>\n\n\n\n

    2. List view<\/h2>\n\n\n\n

    By default, the list displays all qualifications.
    Each row corresponds to one qualification and contains several information columns.<\/p>\n\n\n\n

    Filters<\/h3>\n\n\n\n

    Two levels of filters are available:<\/p>\n\n\n\n

      \n
    • Date filter<\/strong> \u2013 Located at the top left, it allows you to set the period (up to 3 rolling months).<\/li>\n\n\n\n
    • Advanced filters<\/strong> \u2013 Accessed via the filter button on the right, which opens a pop-up panel on the side of the screen.
      These filters correspond to all available columns, as well as the interaction ID<\/strong>.
      You can combine multiple filters<\/strong>.<\/li>\n<\/ul>\n\n\n\n
      \"\"<\/figure>\n\n\n\n

      Available columns<\/h3>\n\n\n\n
        \n
      • Date<\/strong> \u2013 Date and time of the qualification.<\/li>\n\n\n\n
      • Queue<\/strong> \u2013 The interaction queue concerned.<\/li>\n\n\n\n
      • Qualification questionnaire<\/strong> \u2013 Name of the questionnaire.<\/li>\n\n\n\n
      • Flow<\/strong> \u2013 Interaction channel (Voice<\/em>, Email<\/em>, Messages<\/em>).<\/li>\n\n\n\n
      • Advisor<\/strong> \u2013 The advisor who completed the qualification.<\/li>\n\n\n\n
      • Saving<\/strong> \u2013 How the qualification was saved (automatic<\/em> or manual<\/em>).<\/li>\n\n\n\n
      • Answer modified<\/strong> \u2013 Whether the answers were modified after the initial entry (Yes<\/em> or No<\/em>).<\/li>\n\n\n\n
      • Saving time<\/strong> \u2013 When the qualification was saved (in post interaction<\/em> or during the interaction<\/em>).<\/li>\n\n\n\n
      • Filling in<\/strong> \u2013 Completion status (empty<\/em>: no answers, partial<\/em>: partially completed, integral<\/em>: fully completed).<\/li>\n<\/ul>\n\n\n\n

        3. Qualification details<\/h2>\n\n\n\n

        Click a row to open a qualification.
        The screen is split into two main areas:<\/p>\n\n\n\n

          \n
        • Right panel<\/strong> \u2013 Displays all answers to the questionnaire.<\/li>\n\n\n\n
        • Left panel<\/strong> \u2013 A fixed side panel containing several tabs.<\/li>\n<\/ul>\n\n\n\n
          \"\"<\/figure>\n\n\n\n

          Side panel tabs<\/h3>\n\n\n\n
            \n
          • Information<\/strong> \u2013 Shows the main data (from the list view columns).
            A button allows you to open the advisor\u2019s record in a new tab (without closing the current qualification).<\/li>\n\n\n\n
          • Interaction<\/strong> \u2013 Lets you open the interaction history in a new tab. Additional interaction details are also displayed here.<\/li>\n\n\n\n
          • Participants<\/strong> \u2013 Lists all advisors who participated in the interaction.<\/li>\n\n\n\n
          • CRM card<\/strong> \u2013 Displays the linked CRM card, if available. If no card is linked, the tab appears greyed out.<\/li>\n\n\n\n
          • Case<\/strong> \u2013 Displays the linked case, if available. If no case is linked, the tab appears greyed out.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

            [Reading time: 2 minutes] Overview If you need help setting up your qualifications, see the article qualifications – Set them up. The answers provided by agents to qualification questionnaires can be accessed directly from the Quality Management module in the Banner, under the Qualifications tab. 1. Accessing qualifications 2. List…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[105],"ht-kb-tag":[],"class_list":["post-5260","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-using-ino"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5260","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=5260"}],"version-history":[{"count":9,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5260\/revisions"}],"predecessor-version":[{"id":5282,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5260\/revisions\/5282"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=5260"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=5260"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=5260"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}