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QA review

To help ensure that Interaction requirements are being met, you can create Interaction QA records to perform QA reviews on closed Interactions. An Interaction QA record captures and stores QA review scores for how well the associated Interaction record was handled and documented.

You can create Interaction QA records via any of the following methods: setting up a monthly batch job to automatically generate Interaction QA records for random Interactions, using the ad hoc filtering feature to create Interaction QA records for random Interactions that meet specified criteria, and/or manually creating Interaction QA records for select Interactions. The Interaction QA tab displays a list view of all Interaction QA records, and a component on the Interaction record lists the Interaction QA records that are associated with that Interaction. Multiple Interaction QA records can be associated with a single Interaction record.

Interaction QA record

Special considerations

Keep these considerations in mind when setting up or performing a QA review with the Interaction QA object:

  • QA reviewers must:

    • Be assigned the MED_Perform_QA permission set. MED_Perform_QA provides permission and field-level security to the Interaction QA object, enabling users to perform QA reviews.

    • Have Edit access to the Interaction records that they need to review.

  • The Use Interaction QA Object field on the Global Setting custom metadata enables/disables QA review with the Interaction QA object. To enable QA review with the Interaction QA object, set this field to True.

  • To make it possible for QA reviewers to see a list of Interaction QA records associated with an Interaction, add either the MIC - Related List Lightning Web Component or the Related List - Single component to the Interaction page layout and configure the component for the Interaction QA object.

Create Interaction QA records

There are three methods that you can use to create Interaction QA records:

  • Monthly QA batch job - a batch job that automatically generates Interaction QA records for random Interactions every month.

  • Ad hoc filtering - a user interface feature that enables you to generate Interaction QA records for random Interactions that meet specified criteria.

  • Manually - manually create Interaction QA records for select Interactions.

Set up monthly QA batch job

The monthly QA batch job randomly flags closed Interactions from the previous month for QA review and creates Interaction QA records for the flagged Interactions. The value assigned to the QA Reason field on Interaction QA records created through the QA batch job is Automated.

To set up the QA batch job:

  1. Configure the QA fields on the Local Setting custom metadata. Visit Step 1 - Configure Local Setting QA fields.

  2. Schedule the MED_QAFlagCasesBatch monthly job. Visit Step 2 - Schedule the QA batch job.

Step 1 - Configure Local Setting QA fields

To enable the QA batch job and specify the number of Interactions or the percentage of Interactions to flag each month for review:

  1. Navigate to the Local Setting custom metadata type records.

    1. In the Quick Find box in Setup, search for and select Custom Metadata Types.

    2. Click Manage Records in the Local Setting row.

  2. Click Edit in the row of the segment that you want to enable the automated batch QA process.

  3. Modify the QA field values. QA fields include:

    • QA Enabled - whether the automated batch QA Process is enabled.

    • QA Minimum Quantity to Flag - the minimum number of Interactions to flag each month per country.

      Note

      QA Minimum Quantity to Flag only determines the number of Interactions to flag in a month if the minimum number is greater than the number of Interactions the QA Percent to Flag would yield for that month.

    • QA Percent to Flag - the percentage of Interactions to flag each month per country.

      Note

      QA Percent to Flag only determines the number of Interactions to flag if the number of Interactions it would yield for a month is greater than the value set for QA Minimum Quantity to Flag.

      Example 8. Number of Interactions flagged

      Sylvia Etup, a system administrator at Kalos Pharma, wants a batch job to flag Interactions for review each month. On the Local Setting custom metadata, she set the QA Minimum Quantity to Flag to 10 and the QA Percent to Flag to 20%. In January, the QA Minimum Quantity to Flag field determined the number of jobs to flag because its value exceeded the number of Interactions the QA Percent to Flag field would have yielded (5 Interactions). However, in February, the QA Percent to Flag field determined the number of Interactions to flag because the value it yielded was greater than 10.

      Month

      Number of Interactions closed

      QA Minimum Quantity to Flag

      QA Percent to Flag

      Number of Interactions flagged

      January

      25

      10

      20%

      10

      February

      100

      10

      20%

      20



    For more information on the Local Setting custom metadata, Visit Custom metadata settings.

  4. Click Save.

Step 2 - Schedule the QA batch job

By default, the batch job is not turned on. To turn it on, execute a command in the developer console’s execute anonymous window. Follow these steps to enable the batch job to run every month:

  1. Ensure the user that is executing these steps has the Bypass Validation permission set otherwise the job will fail when it runs.

  2. Open an Execute Anonymous Window. Visit Salesforce's documentation.

  3. In the Execute Anonymous Window, enter MED_QAFlagCasesBatch.scheduleMonthlyJob(); and then click Execute.

    Scheduling the batch job

    In the Logs tab at the bottom of the developer console, you should see a log with status Success.

    Execution status message

Run ad hoc QA filtering jobs

Use the ad hoc QA filtering feature to randomly select closed Interactions that meet specified criteria for QA review and to create Interaction QA records for the selected Interactions. The value assigned to the QA Reason field on Interaction QA records created through this method is Ad Hoc.

Special considerations

Keep these considerations in mind when using the ad hoc QA filtering feature:

  • To use this feature, users must:

    • Be assigned the MED_Run_Ad_Hoc_QA permission set. MED_Run_Ad_Hoc_QA enables users to run the Ad Hoc QA tool to mass flag Interactions for QA. This permission set does not grant permission to perform QA, only to flag for QA.

    • Have access to the Ad Hoc QA tab

  • Available filter fields can be selected/changed using the Ad Hoc QA Filter custom metadata. Filter fields can also be segment specific.

  • The pool of Interactions that ad hoc QA jobs select from includes:

    • Closed Interactions that have never been selected for QA

    • Closed Interactions that are marked for QA

    • Closed Interactions that have already been reviewed

    As a result, some Interactions may be marked for QA again.

Flag records based on criteria

To flag random Interactions for review based on a set of parameters:

  1. From the App Launcher, search for and select Ad Hoc QA. The MED_AdHocQA tab opens.

  2. Enter filter parameters. Required fields include:

    • Country - the country that an Interaction must be to be selected for QA review.

    • QA Percent to Flag - the percentage of Interactions that meet the filter parameters that should be flagged for QA review.

      Note

      QA Percent to Flag only determines the number of Interactions to flag if the number of Interactions it would yield is greater than the value set for QA Minimum Quantity to Flag.

    • QA Minimum Quantity to Flag - the minimum number of Interactions that meet the filter parameters that should be flagged for QA review.

      Note

      QA Minimum Quantity to Flag only determines the number of Interactions to flag if the minimum number is greater than the number of Interactions the QA Percent to Flag would yield.

    • Start Date - the start of the date range that an Interaction must fall in to be flagged for QA review.

    • End Date - the end of the date range that an Interaction must fall in to be flagged for QA review.

  3. Click Flag Interactions.

Manually create records

From a closed Interaction that needs QA review, you can manually create a new Interaction QA record using one of these methods:

  • Create the Interaction QA record from either the MIC - Related List Lightning Web Component or the Related List - Single component on the Interaction record.

    1. Navigate to the component on the Interaction.

    2. Click New. A new Interaction QA record opens.

  • Create the Interaction QA record using the QA Review quick action.

    1. Click the QA Review quick action on the Interaction record. The QA Review modal opens.

    2. Select Review Required for QA Status and Targeted for QA Reason.

    3. Click Save. A new Interaction QA record is created.

Complete QA review

To complete a QA review for an Interaction that has an associated Interaction QA record:

  1. Navigate to the Interaction QA record using one of these paths:

    • From the Navigation menu, select Interaction QAs, and then click the Interaction QA Name of the record that you want to complete.

    • From an Interaction record, navigate to either the MIC - Related List Lightning Web Component or the Related List - Single component for the Interaction QA object, and then click the Interaction QA Name of the record that you want to complete.

  2. Select values for the fields listed below. These values should reflect your assessment of the Interaction. For field descriptions, visit Interaction QA.

    • Accuracy of Logging

    • Appropriate Documentation of AEs

    • Appropriate Documentation of PQCs

    • Appropriate Selection of Content

    • Overall Quality of Response(s)

    • Quality of Response Delivery

  3. In the Status field, select Review Completed to close the QA Interaction record and mark the review as done.

Once you complete your review, you can Chatter the Interaction owner to let the owner know that you have finished your review. You can also create a custom report to view the results of QA reviews over time to help identify trends. For information on how to build a report, visit Salesforce's Reports documentation.

A record that stores the Requester's contact information and information about how and when the Requester reached out to the contact center. Every Interaction has at least one Request associated with it.

Interaction is a Salesforce Case, just relabeled. For that reason, there are references to the Case object in code and declarative configuration throughout the Medical Information Cloud product and documentation.