Departments
Departments in Voice QA represent teams with specific evaluation criteria. Each department has its own rules, scoring method, and performance metrics.
Overview
Different teams have different quality standards. A sales team needs different evaluation criteria than customer support. Departments let you:
- Define custom evaluation rules per team
- Choose the right scoring method
- Track team-specific performance
- Organize staff by function
Creating a Department
- Navigate to Voice QA → Departments
- Click Add Department
- Fill in the form:
| Field | Description | Example |
|---|---|---|
| Name | Department identifier | "Customer Support" |
| Description | Purpose and scope | "Inbound support calls" |
| Scoring Type | Flat or Weighted | Weighted |
- Click Create
Scoring Types
Flat Scoring
All rules contribute equally to the final score.
Best for:
- Compliance-focused departments where every rule matters equally
- Simple evaluation scenarios
- Training new evaluators
Calculation:
Score = (Passed Rules / Applicable Rules) × 100%Weighted Scoring
Rules have different point values based on importance.
Best for:
- Nuanced evaluation where some behaviors matter more
- Aligning scores with business impact
- Complex quality frameworks
Calculation:
Score = (Sum of Passed Weights / Sum of Applicable Weights) × 100%Evaluation Rules
Rules define what agents should do during calls. They're the criteria used to evaluate every conversation.
Creating Rules
- Open your department
- Navigate to Rules section
- Click Add Rule
- Configure:
| Field | Description |
|---|---|
| Name | Short, clear title |
| Description | Detailed explanation of what to look for |
| Weight | Point value (for weighted scoring) |
| Category | Group for organization |
| Call Type | Incoming, outgoing, or both |
Example Rules
Customer Support:
| Rule | Weight | Description |
|---|---|---|
| Professional Greeting | 5 | Used company name and personal introduction |
| Identity Verification | 10 | Verified customer before accessing account |
| Active Listening | 10 | Acknowledged concerns and asked clarifying questions |
| Accurate Information | 15 | Provided correct information or escalated |
| Issue Resolution | 20 | Resolved the issue or set clear expectations |
| Professional Closing | 5 | Thanked customer and offered further assistance |
Sales:
| Rule | Weight | Description |
|---|---|---|
| Rapport Building | 10 | Built connection with prospect |
| Needs Discovery | 15 | Asked probing questions to understand needs |
| Product Presentation | 15 | Presented relevant solutions |
| Objection Handling | 15 | Addressed concerns professionally |
| Closing Attempt | 10 | Asked for the sale or next step |
| Follow-up Scheduling | 5 | Set clear next action |
Rule Best Practices
✅ Do:
- Be specific and measurable
- Use objective criteria
- Align with business goals
- Keep descriptions clear
- Review and update regularly
❌ Don't:
- Use vague terms like "Was nice"
- Create too many rules (10-15 max)
- Forget to explain pass/fail criteria
- Ignore feedback from evaluators
Rule Categories
Categories group related rules for better organization and reporting.
Creating Categories
- In Department settings, go to Categories
- Click Add Category
- Enter name and description
- Assign rules to the category
Example Categories
| Category | Rules Included |
|---|---|
| Opening | Greeting, Introduction, Identity Verification |
| Discovery | Needs Assessment, Active Listening |
| Resolution | Problem Solving, Accurate Information |
| Closing | Summary, Next Steps, Professional Goodbye |
| Compliance | Required Disclosures, Data Protection |
Category Analytics
Categories enable powerful insights:
- See which areas have lowest scores
- Identify team-wide training needs
- Compare category performance across agents
- Track improvement over time
Department Settings
General Settings
Configure department basics:
- Name and description
- Scoring type
- Default settings
Evaluation Settings
Control how evaluations work:
- Automated Evaluation — Evaluate calls automatically
- Automated Transcription — Transcribe on upload
- Agent Notifications — Email agents their results
Sync Settings
Configure integration behavior:
- Department mapping for incoming calls
- Default agent assignment
- Processing priorities
Department Statistics
Each department shows key metrics:
| Metric | Description |
|---|---|
| Staff Count | Number of agents assigned |
| Quality Score | Average score across all calls |
| Total Evaluations | Calls evaluated this period |
| Trend | Score change vs. previous period |
Viewing Details
- Click on a department
- Navigate to Statistics tab
- Use date filters to analyze specific periods
- View charts for trends and patterns
Managing Departments
Editing
- Open the department
- Click Settings tab
- Modify fields as needed
- Click Save Changes
Deleting
⚠️ Warning: Deleting a department removes all associated rules and evaluations.
- Open the department
- Go to Settings tab
- Scroll to Danger Zone
- Click Delete Department
- Confirm the deletion
Next Steps
- Staff → — Add agents to departments
- Conversations → — Upload calls for evaluation
- Voice QA Overview → — Return to main guide