AutoQA Exclusion Filters

Jump down to:
How To Add Filters
How To Change Filters
How To Delete Filters
 

OI Quality Assurance analyzes interactions against predefined criteria. We recognize that not every QA Topic will apply to each Inquiry in the portal.

Applying Exclusion Filters to QA Topics allows admins to omit inapplicable Inquiries from QA scoring.

Exclusion Filter Example

"Hello! Thank you for calling ____, can I please start with your name? ... Hello? ... Hello? As I haven't heard you for some time, I am going to end the call. Please be sure to reach out if you still require assistance."

How long do changes take to apply?

The changes apply immediately! Excluded inquiries continue to be scored in the background to eliminate the need of re-processing, which facilitates quick adjustments and immediate outcomes. Results are applied to the QA page, as well as the 'Quality Assurance' tab within the 'Teams Overview' page.

How To Add Exclusion Filters

Step-by-step:

1. Click the Profile icon in the top right hand corner of the portal, and select 'Admin'.
2. Scroll across the Manage options and click 'Manage Settings'.
3. Click the 'Manage Settings' tile.
4. Under the 'Quality assurance exclusion filters' section, click 'Select Inquiries to exclude...'

5. Type in your desired Inquiry and click the Inquiry chip
   
   
    
6. Click 'Add exclusion'.
7. If your exclusion is applicable to all QA Topics, click 'Save' to finish the process.
   If your exclusion is applicable to specific QA Topics, continue to the next step...
8. Click 'All Topics' or the down arrow ⌄ and Select the applicable 'Topic' chips.
9. Click 'Apply' at the bottom of the pop-up.
10. Click 'Save' to finish the process.

How To Change Exclusion Filters

Step-by-step:

1. Click the Profile icon in the top right hand corner of the portal, and select 'Admin'.
2. Scroll across the Manage options and click 'Manage Settings'.
3. Click the 'Manage Settings' tile.
4. Find the 'Quality assurance exclusion filters' section
5. Locate the Inquiry you want to edit and click the down arrow, or purple text next to 'Excluded from'
6. Make your selections and then click 'Apply' at the bottom of the pop-up.
7. Click 'Save' to finish the process.

How To Delete Exclusion Filters

Step-by-step:

1. Click the Profile icon in the top right hand corner of the portal, and select 'Admin'.
2. Scroll across the Manage options and click 'Manage Settings'.
3. Click the 'Manage Settings' tile.
4. Find the 'Quality assurance exclusion filters' section
5. Locate the filter you want to delete and click the trash icon 🗑️
6. Click 'Save' to finish the process.