Documentation
Every part of Qualitify, written up: the two recorders that capture calls, the three dashboards that review them, and the free Chrome extension. If you are setting this up for the first time, start with the first page and read forward.
22 pages across 7 sections.
Getting started
What Qualitify is, how the recorders and the dashboards fit together, and the half hour it takes to set up.
- How Qualitify worksThe whole system in one page: what records a call, where it goes, who reviews it, and what comes out the other end.
- Setting up your companyFrom registering to your first reviewed call, in the order you actually do it.
- Roles and permissionsThe three roles, what each one can see and do, and what each one is deliberately not shown.
Desktop app
Recording WhatsApp Web calls from a Windows computer.
- Installing the desktop appSystem requirements, installing on Windows, signing in, and what the app looks like when it is working.
- How the desktop app records callsWhat it detects, when recording starts and stops, how the audio is captured, and how it reaches your dashboard.
- Desktop app troubleshootingCalls not appearing, no audio, one-sided recordings, sign-in refusals and uploads that will not finish.
Mobile app
Recording every call an Android handset carries — WhatsApp, Telegram, Viber and the SIM line.
- Installing the Android appRequirements, installing the APK, signing in, and the setup screen that tells you what is still missing.
- The permissions the Android app needsAll seven, what each one is for, which are not optional, and what happens when one is refused.
- Android app troubleshootingEmpty recordings, a quiet far end, collection stopping mid-shift, and storage that will not clear.
Company owner dashboard
Scorecards, sampling, people, reports, subscription and settings.
- The overview pageTeam activity, quality, what needs your attention, and how to read every figure on the page.
- Scorecards and criteriaWriting what counts as a good call: criteria, weights, critical failures, and how a score is worked out.
- Sampling and coverageHow much to review, how calls are chosen, why sampling is fair, and reading a run.
- People and working weeksInviting agents and reviewers, removing somebody, and setting the days a person is expected to work.
- Reports and exportsThe four reports, what each one answers, the period controls, and exporting to a spreadsheet.
- Subscription and settingsSeats, renewal and payment, plus the company settings that change what agents and reviewers can see.
Quality assurance dashboard
The review queue, scoring a call, coaching and calibration.
- The review queueWhat lands in the queue, how to take a call, the figures at the top, and skipping with a reason.
- Scoring a callListening, scoring against the criteria, writing feedback the agent sees, and notes only supervisors see.
- Coaching and calibrationTurning a review into a follow-up, and checking that two reviewers score the same call the same way.
Sales agent dashboard
What an agent sees of their own calls, scores and feedback.
Chrome extension
The free single-user recorder for WhatsApp Web, which saves to your own computer.