Purpose of Quality Triggers

Quality triggers help you understand the reasons for quality evaluations. If you had 1,000 evaluations completed this month, it would be beneficial to know the percentage of evaluations completed due to customer complaints. Simply, the trigger is the reason why an evaluation was completed.

When creating an evaluation for an agent you must determine the trigger for the evaluation. Each FiveLumens account comes with four standard triggers that can’t edited or deleted.

• Coaching
• Complaint
• Standard
• Audit

The four standard channels and their description are below.

These standard triggers may not be sufficient for you. Besides the standard triggers you can also create customized triggers. For instance, you might want to have specific triggers for Better Business Bureau (BBB) complaints, chargebacks, or any unique event.

You can have an unlimited number of triggers. To add a trigger click on the quality menu, select triggers, and click on the blue Add Triggers button.

Enter the name and description of the trigger. Also, select which groups this trigger will apply to. If you have four locations as separate groups and all have customer interactions you might assign the BBB Complaint trigger to all four groups.

The new trigger will show up in the triggers list. You can edit or delete a trigger. To edit or delete a trigger go the end of the row of the trigger, click on the action icon, and select edit or delete.

Note:

A user cannot delete a trigger if there are scorecards already assigned to that trigger. If there are scorecards assigned to that trigger, the option to delete will not be available for any role.