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Quality assurance (QA)

A process of making sure that products or services meet certain standards of excellence.

Quality Management

The structured oversight and enhancement of processes and interactions to ensure that customer service meets or surpasses predefined quality benchmarks.

Queue

Queues are a Filter that can be used to segment a Channel's volume and map specific tickets within your integrated platform. This allows for more granular forecasting. VIP support or Standard Support are common Queues as they may each have different forecasts and SLAs to follow.