Video Service Desk admins of your organization can join the Ongoing Calls for Call Quality Assessment and Training.
Note that when an admin joins the call as a Quality Auditor, both the existing participants (agent and customer) will see the auditor as a participant named
Meeting Quality Auditor. This is to ensure that the customer and agent are aware at all times that there is a third person listening in to the meeting.
Steps To Join Call As QA #
Login to the Video Service Desk dashboard as an admin.
Go to the
Ongoing Callssection from the icon on the left side menu.
Here you can see the list of all
Ongoing Callsincluding the details.
Join as QAbutton against the call that you would like to join as a Call Quality Analyst.
Once you click
Join as QA, you will directly get into the call in progress.
You can leave the call anytime, and the meeting will still continue with the other members (agent and customer).