QC functionality has been added!

[mflorell]

We have added the QC functions that were implemented by PoundTeam and contributed to the project by Affinity On-Call.

It has been added to SVN/trunk as of November 16th, 2012.

Please test it out and enjoy!

Here is a link to the QC manual addendum:

http://www.vicidial.org/docs/Vicidial_Q ... ual_v1.pdf

[williamconley]

I wish I had time to have a technician install right now. I'd like to see how well it worked out

[Trying]

Yay!! We will test it soonest. This will get the project almost close to being perfect!

[spacejanitor]

Is there a comprehensive guide about what QC is exactly, its uses, functions, and benefits?

[williamconley]

Here is a link to the QC manual addendum:

http://www.vicidial.org/docs/Vicidial_Q ... ual_v1.pdf

[spacejanitor]

Here is a link to the QC manual addendum:

http://www.vicidial.org/docs/Vicidial_Q ... ual_v1.pdf

I saw that, but it looks like more a technical resource.

Is there some kind of an "Overview" that states "Here is an overview of the new QC features. They will allow you to do XYZ and are wonderful because of ABC"?

[Trying]

Just try it dude, it is super cool!

[spacejanitor]

Famous last words (jk)

[Trying]

Ok, let me give you a quick overview. In the type of industry we work in (sales) it is very important for a quality control department to first listen to the call and look at the data that the sales agent captured before exporting the information to the client. I love to sleep well and cannot send sales off if I am not sure of the quality! This is why I asked William to develop this feature and it works like a charm. We use it extensively every day. The point is you can set ANY disposition up to run through the QC system. So it could also be used for coaching. Again I say try it. Don't trust my opinion I think this is one of the major additions to Vicidial, for many companies who need the feature. The email and chat functions to come will certainly make this one of the BEST call center systems out there and then people need to show me why any proprietary system out there is better. I am glad I could only add a little piece of value to this incredible system!

[spacejanitor]

Wow. Definitely sounds very interesting... looking forward to seeing this as well.

[Trying]

Yup, give it a try. There are many call centers out there who don't trust the dispositions that their agents record...... use one person and push any of these dispositions through the QC system for that person to check. Also remember you can add these dispositions to the Team Performance Report so you can show the people exactly where they are performing or screwing up!

[Trying]

Just to add on my previous post..... I see your company focuses on survey campaigns? If so then you probably have agents calling customers to complete surveys? Do you trust all the information these agents give you? Perfect opportunity to let some employees listen to these calls and look at the data. They then have the opportunity to pass the record, cancel it or send it back to the agent for correction. The system can be used in ANY industry. You asked, now you got the info! Anything else you wanted to know?

[spacejanitor]

Yes indeed, that is a good way to double-check responses.

Well, I'm generally interested in anything I don't already know As I understand it so far, QC is a buffer system between agent dispositions and client export.

[williamconley]

Yes indeed, that is a good way to double-check responses.

Well, I'm generally interested in anything I don't already know As I understand it so far, QC is a buffer system between agent dispositions and client export.

That's actually a fairly adept view. For that single use, of course.

It can also be used to for "specific" owner-requirements. Such as: "The Boss Says ..." we gotta check all DNC entries to be sure they are really DNC instead of just NI (or as one client reported, there were agents who were choosing DNC so THIS company would never call the client again, then writing down the number and taking the client to another company where they were moonlighting! Higher Commission/reward! Wow!). So you could in that case put DNC in as a QC status and have someone "go through them all", listen to recordings, check the data/notes entered and make a determination on each one as to "what's up".

But I'm pretty sure most rooms will use it as you described: A buffer for "upline".

And now that it's in place, making mods/upgrades to it can allow for some serious depth.

[spacejanitor]

Nice, I think I understand the basics now.

I have learned that call center agents will at some point always test Murphy's Law.

[williamconley]

Nope. They wrote it. And they revise it in "unforeseen ways" every day.

[dspaan]

Haven't been very active in the forums these last few months. But i see the QC system was finally released

Nice job Trying and Poundteam! And thanks Matt for itegrating it in the SVN!

I just installed a server with the latest ViCiBox and i used the mentioned PDF to install and configure the QC system. Are the first few steps (/bin/bash /usr/src/poundteam/qc_install.sh) still neccesary or did i mess up the system by installing this?

Because i configured everything else like explained in the manual:

Set QC features active in the System Settings
Agent with manual dial and agent only callback rights
Admin with manager level 7
Enabeld the system SALE status under the campaign QC settings and made QC system active

I tested by logging in with an agent account and calling a number and then dispo'ing the calls with status SALE.

But when i go to the admin panel>Quality Control>Campaign i don't see any leads there.

What could i have done wrong?

I also noticed in the System Settings there is a QC Last Pull time stamp, what's this?

[williamconley]

if you have the latest Vici ... QC is already installed. It is now part of the base code. Best bet: Reinstall and follow the USE instructions in the manual and skip the installation phase.

Last Pull is not implemented. It is left over from the original concept and may be implemented some day ... but Trying paid for it and it was not part of what he required, so it is not in this version.

[dspaan]

Reinstall what?

USE instructions from the pdf you mean? That what i already did, see my first post.

[williamconley]

reinstall vicidial from the .iso for a clean install that will already include QC. as i said: QC is included in the latest version of Vicidial trunk.

since this is a fresh install, there is no reason to "chance" what damage may or may not have been done by installing QC when QC was already included in the installation. May not be a problem, but there could certainly be some damage that may remain hidden until an "inopportune" moment. Fresh install is best.

[dspaan]

Well, i just spent a few hours to reinstall the server again. But no dice. Still the same problem. I make a manual dial from the campaign but the it doesn't show up in the Quality Control section.

edit: It seems to work after i loaded a list with leads and started auto dialing. So when the agent does a manual dial on a lead that's not in a list it doesn't seem to end up in de QC system.

[williamconley]

you must be more familiar with the dynamics of this software.

your falling down point: a lead is in a "campiagn" based on its list id. a manually dialed lead is assigned a list id ... but it is controlled by a setting in the campaign that is always the same unless you change it (meaning it is not assigned a list id in this campaign, it's a static list id). if you leave that list id "default", it will be in the universal manual list ... and as a result NOT in the campaign from which you created it. since it is not in that campaign, those campaign settings do not apply. QC statuses are based on the campaign ...

summary: set the manual dial list id to be a list that is actually assigned to that campaign, and your manually dialed leads will magically appear in the qc system just like the auto-dialed leads.



And you can't tell me you don't know all this, but for some reason you have a mental block. Too much Vodka last night?

[dspaan]

I did have too much Vodka! How did you know that?

Anyway yesterday i did modify the manual dial list id setting in the campaign details but today after reinstalling i forgot. I just tested again and works fine! Thanks again Bill. I'll report back after we've started using this. This is great!!

[williamconley]

Thanks for letting me pick on you. Makes it a fun weekend.

[Trying]

Yup the system does work great. We have been using it extensively for quite a while now with no issues whatsoever. Knowing what happens with our sales make me sleep much better at night.

[williamconley]

You sleep at Night? Never tried that. LOL

[dspaan]

It's me again

I just did an svn upgrade on a production server and tested the QC features. I could make a sale call and it would show up on the QC queue but when i tried to change the status to CBHOLD and then edit the callback details i don't see the callback details fields.

When i click the lead to view it's details i see these errors in Firebug:

TypeError: parent.document.getElementById(...) is null
[Break On This Error]

parent.document.getElementById('FORM_LOADED').value='1';

TypeError: window.A_TCALSIDX is undefined
[Break On This Error]

for (var i = 0; i < window.A_TCALSIDX.length; i++)

However on my testing server where the callback comments and date/time selection DOES work i see the second error but not the first one.
But on the testing server i do get another error:

"NetworkError: 404 Not Found - http://200.2.168.154:8082/vicidial/qc/images/cal.gif"

[williamconley]

It may be that the modify_lead.php script in admin has had changes, but the qc version has not been updated to match. After all, The Vicidial Group didn't make this page so they may not be paying attention to it during upgrades. And the missing gif file could be an html relation issue (ie: the file referenced may not be in the qc images folder, but somehow the html reference believes it should be ... or perhaps the file just got lost). Is this a translated version or stock?

[dspaan]

on this server i did install dutch gui but not for the admin interface. but on my testing server i also have the dutch gui but it works fine there.

[dspaan]

Hi, i just wanted to ask if there have been any updates/improvements to the QC system and what the latest confirmed working SVN is. I'm about to install a new server with latest ViCibox where it is essential we can use the QC so i thought i'd ask beforehand

[williamconley]

We built it ... but it is now part of the core. As far as I know QC has not been changed since inception. Just brought along for the ride.

[mflorell]

QC is built in now, but you do have to activate it in System Settings. It is mostly the same as the contributed code, but now since it has been integrated it has had several changes made to it, including changing to preg from ereg, changing to mysqli from mysql and several security enhancements.

[williamconley]

That's actually kinda funny, as we use mysqli exclusively but switched to mysql for that project to allow integration. LOL

Try this framework if you dare:

Code: Select all

## Setup (add to top of php file)
define('DEBUG', false);
define('CLIDISPLAY', false);
if (CLIDISPLAY) {
    define('PRE', '');
    define('PRE_END', '');
} else {
    define('PRE', '<pre>');
    define('PRE_END', '</pre>');
}
require_once("../vicidial/dbconnect.php");
$DBLink = new mysqli($VARDB_server, $VARDB_user, $VARDB_pass, $VARDB_database, $VARDB_port);
if ($DBLink->connect_errno) {
    printf(PRE . "Connect failed: %s\n" . PRE_END, $DBLink->connect_error);
    exit();
}
## End setup

# Sample execution
$Query = "select * from vicidial_users where user='6666' and active='Y' limit 1";
$Records = GetData($DBLink, $Query);
print_r($Records[0]); // Single record return access via [0] to access a field named "id": $Records[0]['id']
// Multiple record return access via array walking
foreach ($Records as $Record) {
    print_r($Record);
}
$Query = "update vicidial_users set active='Y' where user='6666' limit 1";
UpdateData($DBLink, $Query);

#Functions (Add to bottom of php file)
function GetData($DBLink, $Query) {
    if (DEBUG) {
        echo PRE . "Query: $Query\n" . PRE_END;
    }
    if ($Result = $DBLink->query($Query)) {
        if (DEBUG) {
            printf(PRE . "Affected rows (Non-Select): %d\n" . PRE_END, $DBLink->affected_rows);
        }
        while ($Record = $Result->fetch_assoc()) {
            $ReturnData[] = $Record;
        }
        return $ReturnData;
    } else {
        if (DEBUG) {
            printf(PRE . "Errormessage: %s\n", $DBLink->error);
            printf("Affected rows (Non-Select): %d\n", $DBLink->affected_rows);
            echo "No Records Returned\n" . PRE_END;
        }
        return false;
    }
}

function UpdateData($DBLink, $Query) {
    if (DEBUG) {
        echo PRE . "Query: $Query\n" . PRE_END;
    }
    if ($Result = $DBLink->query($Query)) {
        if (DEBUG) {
            printf(PRE . "%s\n", $DBLink->info);
            printf("Affected rows (Non-Select): %d\n" . PRE_END, $DBLink->affected_rows);
        }
        return;
    } else {
        if (DEBUG) {
            printf(PRE . "Errormessage: %s\n", $DBLink->error);
            printf("Affected rows (Non-Select): %d\n", $DBLink->affected_rows);
            echo "No Records Returned\n" . PRE_END;
        }
        return;
    }
}


[dspaan]

Another reason i asked if there were changes is because of some remarks in the manual in the first post, it is v0.5 beta. And for instance it has remarks like this:

Use the Comment field before submitting (At present these notes will be editable / deletable by the agent).

So i was wondering if it was the plan to not allow agents to delete these notes in the future.

[williamconley]

Certainly a plan. Lacking only a sponsor. If you became that sponsor ... you could steer.

However, the "per call notes" and "audited comments" may be what you are looking for. Audited comments is part of QC (in the QC Manual) and per call notes is part of Vicidial core. Slightly different, try both see which you like.

[dspaan]

I think i tested audited comments before and liked how these looked in the interface most. On that topic i think ViCidial has become a mess. 3 ways of making notes for by the agent, since there is also a callback comment field in the calendar screen (where the message disappears after you close it.....). I think there should just be one way to make comments as an agent which are always visible and show the history of the comments, this should be integrated into the callback screen.

And yes, we might sponsor further QC developments but i'm amazed Trying hasn't made any changes since the go live.

[williamconley]

There is ONE way to make a comment, a single comment, per client, that method is the "Comments" field and like all other fields in the vicidial_list table, it becomes unavailable when the agent is no longer editing that record. The agent signifies his completion of need to edit that record by clicking on "hangup customer". This allows the client to call back (immediately, as some do) and talk to a different agent who would otherwise be editing the exact same record. This would cause a collision where two agents are editing the same record if it were still available after "hangup customer" was pressed.

However, that single field "Comments" is the single method only if you do not enable per call notes. Since audited comments is actually still part of "comments".

But Now you want "Comments" to be available AFTER hanging up on the customer, and that would be one of the upgrades to Audited Comments that has not been completed yet ... combining "per call notes" and "audited comments" in the history button so both are visible if both are present. However, I'm not entirely sure that's necessary.

Sounds to me like you just want to be able to see "per call notes" in the same place audited comments are visible presently. Have you checked to see where and when per call notes are visible?

[dspaan]

When doing predictive dialing the agents want to see the history of what was talked about with a client quickly on their screen and not have to search in different ways depending on which method was used by their colleague. I think this should be the main goal.

I did not think about the collision scenario, a very good point sir Bill. What happens when the client hangs up and the agent is still in wrap up working on the comments field and then the client calls back while the agent is still in DEAD mode?

I've taken a look at audited comments again. I think to make vicidial more user friendly regarding comments this would be the ideal scenario:

-A clear visible history button that is always visible, even when GET CALL LAUNCH is set to FORM or SCRIPT or anything else. Right now you have to go to the first vicidial tab to see the notes.
-A campaign option to make the comments popup on receiving a call
-A date/time stamp and username in the audited comments screen
-The comment made in the callback calendar screen should be stored in the audited comments as well

Personally i prefer the audited comments screen over de per call notes screen simply because it's the notes only and therefore easier to read compared to the per call notes where you have all this additional rarely needed information.

[Noah]

Anyone having trouble using external_ip as the recording web link and using the QC module this should fix the blank part of the url for the recording location.
If you're URL is showing up as http:///RECORDINGS/MP3/......

Check around link 1329 on /srv/www/htdocs/vicidial/qc_modify_lead.php
You may need to add external_ip on the query.

Line 1329 on qc_modify_lead.php

$stmt="select recording_web_link,alt_server_ip from servers where server_ip='$URLserver_ip';";

to

$stmt="SELECT recording_web_link,alt_server_ip,external_server_ip from servers where server_ip='$URLserver_ip';";

Just a heads up - All the best -Noah

[mflorell]

Thank you very much, that should be fixed now in svn/trunk.