1. Getting Started

To check the applications assigned to you, you need to access the page with their list. This can be done in two ways.

Method 1: from an email with a list of applications for checking, such an email will come to your email.

Method 2: from your Swarmica account. Go to the 'Quality Control' section and click 'Service Quality Control':

2. The Verifier's Page

In the 'Service Quality Control' section, you will see a page with your personal statistics and a list of applications for verification:

Statistics

Statistics consists of the following blocks:

Total for verification - the number of applications assigned to you for the past week.

Remaining to check - the number of applications that are assigned to you but have not been checked.

Checked - the number of applications checked by you in the past week.

Under dispute - the number of applications for which appeals have been filed.

List of applications

The list of applications contains several tabs.

For assessment - a list of applications requiring verification. By clicking on the application title, you can go to the application verification page. We will describe it below.

Disputed - a list of applications for which the author's response (appeal) has been received.

Your assessments - a list of applications in which you are responsible and which have been assessed by someone else. Relevant if you also work as an agent.

Your disputed assessments - a list of applications for which you have filed an appeal.

The list is presented in the form of a table with the following columns:

Ticket - the number and title of the application. By clicking on the number and title, the application verification page opens.

Verifier - the name of the person responsible for the application.

Date of creation of the application.

Application from - the name of the user who created the application.

3. Application Verification Page

By clicking on the title of the application in the list of applications for verification, you go to the application verification page.

In the right part of the page, there is a block 'Ticket Information'. At the top of the block, there is a clickable title of the application, clicking on which you can go to the application page to familiarize yourself with the employee's answers.

In the main rating block, you will need to answer questions related to service quality by clicking 'Yes' or 'No' to the right of them. If you choose 'No', a window for adding a comment will open, where you can justify your decision:

Click 'Add comment' to save it.

By clicking on the criterion, you can see its description:

You can configure service quality criteria in the settings in the 'Service Quality Criteria Management' section.

Appeals

An agent may disagree with your assessment and file an appeal, writing their comment to it.

You will receive a notification about such an appeal and see it in your list of disputed assessments in the 'Service Quality Control' section on the corresponding tab:

Click on the ticket title to go to its verification page. Near the negatively rated criterion, you can expand the agent's comment:

Then you can agree with the appeal and change the assessment, not change the assessment, and also leave any new comment on the criterion.

To remove the application from the list of disputed ones, you can turn off the 'Disputed' switch in the upper right corner of the screen under the overall assessment:

Ticket Information

In the right part of the service quality verification page, there is information about the checked ticket:

Ticket information consists of the following parameters:

1. Ticket number and title - clicking allows you to go to the ticket page.
2. Status of the ticket.
3. Organization to which the client belongs.
4. Ticket from - client's name.
5. Date of creation of the ticket and exact time of creation.
6. Last update of the ticket - date and time of the last action on the ticket.
7. Satisfaction of the client with the service based on the feedback requests sent to him after closing the ticket. It can have the following values: Sent (request sent), Not sent, Positive, Neutral, Negative (the last three values will depend on the rating sent by the client).