https://sierramadreresearch.zendesk.com/hc/en-us/articles/4409874587419-Call-Audit
First off, please ask your coach for the call records as only an admin can pull up the report from Zendesk Talk.
Once you have the report, filter column E to only show calls from +1 (908) 444-6767 (support number) as we're only auditing incoming calls at this point.
Copy all the data from the filtered sheet and paste it on another sheet. This time around, you'll filter column G to show the agent that you'd be auditing.
Copy the Ticket ID of the call, you'll be monitoring and paste it on the Zendesk search field.
Click the play button to listen to the call. At this point, your QA Monitoring form should be open as you're only allowed to listen to the call once. You can pause it, but you can't rewind it to do away with bias.
Once the audit is done, schedule a coaching call with the support team member to discuss areas of improvement.
Submit the updated QA form to your coach for record-keeping.
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