People and working weeks
Inviting people, changing what they are, removing them when they leave — and setting the days each person is expected to work, which is what stops activity figures lying about anybody on leave.
Where it is
Team
Two lists — Sales agents and Quality assurance reviewers — plus Company targets. Owners only.
Inviting somebody
- Add their email address and choose whether they are a sales agent or a quality assurance reviewer.
- They receive a link and set their own password from it.
- They appear as invited until they do, and as active afterwards — so you can see at a glance who has not finished signing up.
Why you never hold a password
Qualitify never emails a permanent password and no owner can see one. An invitation is a one-time link that lets somebody set their own. It means a leaked invitation ages out, and it means nobody in your company is holding a list of credentials.
If an invitation is never used — people lose emails — resend it from the same page. The previous link stops working, so an old one found later is useless.
Choosing the role
| Sales agent | QA reviewer | |
|---|---|---|
| Installs a recorder | Yes | No |
| Their calls are recorded | Yes | Only if they also take calls |
| Reviews other people’s calls | No | Yes |
| Sees the whole team’s figures | No | No |
| Lands on | My work | Review queue |
Somebody can be both in practice: a senior agent who also reviews gets the reviewer role and keeps making calls, and their own calls can be sampled like anybody else’s. That is the usual arrangement in a small team.
Full detail of what each role can and cannot see is in Roles and permissions.
What you record about a person
- Full name
- What appears on their calls and in every review of them.
- Email address
- Their sign-in, and where invitations and password resets go.
- Employee identifier
- Your own reference — a payroll or CRM number. Optional, and useful when exporting a report that has to line up with another system.
- Department
- For grouping in reports. Worth filling in before you have thirty people rather than after.
- Role
- Sales agent or quality assurance reviewer. Changeable later.
Company targets and working weeks
Activity figures are only meaningful against the days somebody was expected to work. Nine calls looks poor until you know it was a half day.
Company targets
The default working week for everybody: which days count, and what you expect on one of them. This is the baseline every per-person figure is measured against.
When one person differs
Somebody part-time, or on a different rota, can have their own working week — the page marks that they do, so a figure that looks odd has a visible explanation rather than needing one.
Set this before you read any activity figure
It is the most common reason an owner concludes somebody is underperforming when they are not. A four-day week measured against five looks like a twenty per cent shortfall every single week, forever, and the dashboard has no way to know unless you tell it.
Devices and sessions
Each agent can be signed in on one computer and one phone at a time. That is deliberate — it stops one account quietly collecting from machines nobody is tracking.
- An agent can end their own session from their dashboard, which is the remedy for a work laptop left at the office.
- An owner can end a session for anybody — use this for a lost phone or somebody who has left.
- Ending a session stops the recorder on that device. Calls already uploaded are unaffected.
- Anything recorded but not yet uploaded is still on the device, and goes with it if the device is gone.
Removing somebody
When somebody leaves, remove them. Their account stops working, their sessions end, and any recorder on their devices stops collecting.
- What is kept
- Their calls, and every review written about them. Your quality history does not develop a hole when somebody leaves — last quarter’s figures stay true.
- What stops
- Sign-in, collection from their devices, and any further sampling of their calls.
- Their seat
- Freed, and available for the next person. See Subscription and settings.
- Their recordings
- Expire on the normal retention schedule, the same as anybody else’s. Removing a person does not delete audio early.
Remove rather than reuse
Do not hand an existing account to a new starter to save a seat. Every call and every review attached to it belongs to the previous person, and merging two people’s histories into one record makes both meaningless. Remove the leaver and invite the new person.