Change an existing AQM template and upload

[Belinda Frick]

Agent Quaility Management templates have changed to CSV files. It must be pip delimited and with a file exension of tpt.

You can use Excel to import the pip delimited file(AQM template) and edit it. Please remember to save this file as pip delimited csv and with a file extension of tpt(Excel will default to csv - which is the file format Excel require, we need the plain text format).

Templates can be created or changed in Editpad lite or NotePad and uploaded to Amethyst.

Please follow these steps:

• Log into Administrator -> AQM Configuration page
  
  
• Click on the AQM Template name you wish to edit.
  
  
• You have 2 options to change the AQM Template:
  
  
  1. Via AMETHYST Webadmin:
     
     You can edit the categories and questions by clicking on them and using the options listed to edit.
     
     Categories:
     
     aqm1.jpg
     
     
     Questions:
     
     aqm2.jpg
     
     
  2. Editing the actual AQM Template file:
     
     
     • Click on 'Download template' and save the file.
       
       
     • Add the changes to the template in Excel or Editpad and save with a file extension of 'tpt'.
       
       NOTE: If you change the template name you need to edit the first field for each entry in the TPT file.
       
       If you open the .TPT file, it will look some like this:
       
       

       Code: Select all

       CALL QUESTIONS|01-CORPORATE GREETING|CORRECT GREETING|309|2|1||0|0|||
CALL QUESTIONS|01-CORPORATE GREETING|INTRODUCED COMPANY/YOURSELF|310|0|0||0|0|||
CALL QUESTIONS|02-COMMUNICATES EFFECTIVELY|PRONUNCIATION TO BE CLEAR AND UNDERSTANDING|311|0|0||||||
CALL QUESTIONS|03-VOICE PROJECTION|IS CALL BEING RUSHED|312|0|0||||||
CALL QUESTIONS|03-VOICE PROJECTION|DOES AGENT SHOW EMPATHY TOWARDS CST|313|0|0||||||

       
       
       The first field, in this example "CALL QUESTIONS|" is the name of the AQM template.
       
       If you save the template name to "CALL QUESTIONS 2.TPT", you need to also change the content of the .TPT file as follows:
       
       

       Code: Select all

       CALL QUESTIONS 2|01-CORPORATE GREETING|CORRECT GREETING|309|2|1||0|0|||
CALL QUESTIONS 2|01-CORPORATE GREETING|INTRODUCED COMPANY/YOURSELF|310|0|0||0|0|||
CALL QUESTIONS 2|02-COMMUNICATES EFFECTIVELY|PRONUNCIATION TO BE CLEAR AND UNDERSTANDING|311|0|0||||||
CALL QUESTIONS 2|03-VOICE PROJECTION|IS CALL BEING RUSHED|312|0|0||||||
CALL QUESTIONS 2|03-VOICE PROJECTION|DOES AGENT SHOW EMPATHY TOWARDS CST|313|0|0||||||

       
       
       NOTE:
       
       The first field value has been changed from "CALL QUESTIONS|" to "CALL QUESTIONS2|" to match the AQM template name (TPT file name).
       
       
     • Go to the 'Template configuration' screen and Upload the template.

For more information regarding AQM templates refer to topic :

How do I check my AQM template configuration?
How do I create my own template to do AQM's?